Stopped by to get a new cell phone. My old one 13 pro had to go! I knew we'd hat I wanted 17 pro max. I had already ordered the cases for it. I can not recall his name. Oh he was the greatest! He told us he had been there 7 months. And he was very informative. He answered all are questions. 3 of us while he's working. He multitasked was amazing! My new cell so happy with my new cell. read more

[Posting on behalf of RF] On October 15, 2025, I went to the Emeryville Xfinity store with an emergency. My dad's iPhone was not working because the SIM card had failed. We needed it fixed because a code is sent to his phone and we needed it to complete some legal tasks that day. Unfortunately, my dad was at the hospital and couldn't be at the store to get the phone fixed. So, I had to do it. The agent at the store, Kayla, was very helpful. She went out of her way to confirm my dad's identity through video chat and verifying his driver's license, which I brought to the store. She fixed the SIM card issue with an eSIM. Because of that, we were able to complete the legal paper work. Kayla was helpful, kind and went out of her way to protect my dad's account. She made a stressful day less stressful. read more

I recently visited this Xfinity store and had such a great experience that I felt it was worth sharing, especially because my last visit to a different location was an absolute nightmare where I felt like I was at a circus with all the chaos that was going on. The difference was truly a complete 180. From the moment I walked in, team member Naseem, was welcoming, friendly, and went above and beyond to make sure I felt taken care of. He made the process smooth and stress-free, which was a huge relief compared to my past experience. David, the Store manager, was equally amazing, extremely attentive, accommodating to alli my requests, and double-checking that everything was done correctly on my account before I left. The level of professionalism and genuine care they both showed made all the difference. I walked out feeling confident and satisfied, which is something I didn't think I'd say about an Xfinity store after my last encounter. Big thanks to David and Naseem for completely turning around my perception and showing what excellent customer service looks like! The entire staff at this location is very professional and also makes sure that customers feel welcomed and acknowledged once they walk through the door. They also all get along and you can feel the positive energy amongst the team members. For anyone considering going to this Xfinity store that's having second thoughts because of the store review rating, please reconsider because they care and value customer experiences. Again thank you to the Xfinity team at Bay Street, I appreciate you for making my visit fun while resolving all my account concerns! read more

Friendly and knowledgeable staff. Returned my modem for an upgrade Very easy Thanks Anyssa!

I went in to dispute an overcharge and the manager was no hep, just like the the 800 number. I submitted my dispute with Amex after going back and forth with these Xfinity. Because of this, I have removed auto pay from my account. They're making it purposely hard to receive a refund, specifically during a rough economy. Disgusting! read more

I went there but it was shut down. You need to update your address. Very inconvenient and upsetting, specially since I had to pay for parking. When I called the Xfinity number provided, I got a long voicemail message. read more

I had a really great experience at the Xfinity store on Bay Street. I went in to have my mobile phone activated. I was having issues doing it at home. I went in and the assistant(O'Day) greeted me with a smile and offered the best service that I've had at any store in a very long time. He was very knowledgeable and very patient and went above and beyond to make sure I got activated and my phone was working before I left. Kudos to O'Day for not only being knowledgeable, but also being a very pleasant person to work with. Whatever he's being paid is not enough. read more

Tyler, the superb technician who is the reason for my 5 Star review, was warm and friendly as he helped me with details I needed as was Beau, the 5 Star representative who provided necessary information with patience and grace while I was choosing the best plan for me. It appears I am very fortunate to have connected with Xfininity/Comcast's cream of the crop employees! Dr. Susan Ever Dale read more

I had a very negative experience trying to set up new services when moving. It was very time consuming, and very difficult to move from the "helpful" ai chat box to a real person. Overall I would not recommend this service if you are moving or making any life transitions in the future! read more

We arrived at Comcast this am and were greeted by by Leslie Jimenez. She was very professional, helpful and knowledgeable. The purpose of the visit was to switch from AT&T to Comcast for cell phone service. It was done super quick. A very good surprise! read more

The women who assisted me was very helpful and personable. I was easily able to exchange my cable TV box at the Emeryville store. Earlier in the day, I had gone to the El Cerrito store, but the manager there refused to give me the model that I wanted. The parking situation on Bay St. is not fun, but better personnel makes it worth the trip. read more

Decent store and the staff is very friendly. I'm on a mission to find some remote controls for the TV's but none of the stores have any. It's a good value if you get the bundle. Service issues are very rare. read more

I'm reviewing for the Xfinity general customer service line that the phone number led me to, not the in store service. I got Xfinity a year ago and the modem didn't work. I received no service or reception, so I swapped to my own personal modem and router. It was working fine for a couple months, with the internet dropping here and there, but wasn't a huge issue. All of a sudden the wifi just straight up started breaking every 2 minutes for hours at a time. There was no consistency, no pattern, nothing. I tried troubleshooting the problem many times, and it kept saying nothing was wrong. I finally gave up because I couldn't do any work during the day anymore, so I called to cancel. I called yesterday saying I already booked an appointment for new Internet installation, and the agent kept me on the phone for over 10 minutes trying to convince me to stay, find the root of the problem, and to schedule an appt for a tech to come figure out the issue. I told him I can't be convinced and I already booked the new Internet installation. He kept trying, then rerouted me to the tech team where I just hung up. I waited until my Google Fiber appt was completed, then I called again. Same thing happened where an agent rerouted me to the tech team, where they kept trying to schedule an appt for them to figure out the problem. I told the tech team to cancel my account and that I didn't want to waste their time, and they rerouted me AGAIN to the cancellation team. That team ALSO tried to schedule another appointment for the tech team to come check out the problem. No, I just want to cancel the service!! Why is that so difficult. They mentioned something about an appt and possible disconnection fee, so I lost it. They finally gave in after I started speaking really bluntly, and they were able to cancel on the spot. I also had multiple friends and neighbors have bad experiences and WiFi connections. What's the point in 500mbps if it doesn't work?? So frustrating, stay away!!! read more

I came in here about a month ago to get my unlocked 2023 Motorola Razr+ activated with my free line I got with Xfinity internet. The first rep I spoke to said my phone isn't compatible. I showed him that they literally sell the phone and it's listed as a compatible phone for Bring Your Own Device (BYOD). His manager showed up and she wasn't any help either. She claimed that the firmware isn't compatible so I showed her the specs, proving that it was indeed compatible. All I needed was a physical SIM card and they refused to give me one. The attitude the manager had was very unprofessional and I understand why the ratings are low for this location. She was irritated that I was asking for help, as if that isn't her job. Today, I went to the Xfinity store in San Ramon and the rep there (Omar) helped me without hesitation. All he had to do was ask the manager for a manual override and they did it immediately. It only took 5 minutes. I guess the manager at Emeryville can't be bothered to help a customer for 5 minutes, she'd rather argue than just do her job. Do not go to this store for any reason, I'm sure they'll be happy to sell you a phone since they make commission, but why give someone business if you know that as soon as they're not gonna profit off you, they won't do anything to help you? If you need to go to an Xfinity store, go to the one in San Ramon off Crow Canyon and ask for Omar, he'll help you out. read more

Please keep in mind this is a general review, not one of this store in particular. Our experience has been quite awful. We have experienced intermittent outages throughout the day, nearly every single day, for half a year or more. We called probably a dozen times over the course of weeks (and getting through the phone tree to speak to a real agent is an inconvenient process). Despite repeatedly obliging them with the same things that don't work like restarting the modem, and having a technician over twice, the issue was never resolved. The outages continue, many of which are apparently claimed to be planned maintenances (which are still unacceptable if they are happening every single day during work hours). We were basically forced to switch internet providers because of the unreliability of the service. While on paper the value is fine, our experience has been negative because of a "one 9" uptime... Honestly sometimes I don't even know if it's one 9 is how bad it is. read more

I've never in my life had such horrible customer service as when trying to cancel my Comcast Xfinity service when I moved. I first cancelled by phone effective July 7th and the agent told me it was all handled and I need not worry. Then I got a bill in July, so I figured it was just extra billing that carried over. Then I got another bill in August. I tried chatting with an agent to fix the situation. I went thru 6 chat agents over the course of 45 minutes. Then I got somebody on the phone who was able to cancel as of today. But nobody would remove the August bill and they were not able to get a supervisor on the phone for me. It's the worst possible handling of a customer call I've ever had in my life. read more

Awful, like everything else comcast tou hes. I walk in with a simple question and the greeter puts me on a line rather than just answering it. There are just two people in front of me, so i go along. A half hour later, and no progress. The greeter has disappeared. I am told he went to the bathroom. He never returns. There is no end in sight. I walk out, headed home to get rid of xfinity once and for all. So inconsiderate of their customers' time - it is insulting. This is why monopies suck. It is also a funny way to act in the area of cord-cutting. read more

We had several service outages and the customer service issues. It's been months and I'm still trying to revolve issues that multiple customer service people assured us would be resolved. Xfinity offers disorganized low quality service that we will never use again. If you want low cost and hassles, this may good a good option. If you want simple high quality service look elsewhere. read more

As a so called 1099 cable tech, we are grossly underpaid and undervalued. For the amount of work most of these jobs take to fix the issue, you would think every job paid $100 or better. The pay we get now is a good base but to be all we make no matter what is a slap in the face. I don't know if it's Comcast/Xfinity, ITG, or Sigma but whoever came up with the pay is trash. Obviously trying to keep the rich people rich. We have to deal with comcasts crap, ITGs crap, dispatches crap, and the aftermath of your overseas customer service which is horrible 98% of the time. Tired of having to tell them how to do their jobs, repeating myself 3 to 6 times. One says we can do that, the next says we cant to the samONTe thing. We are the ones saving comcast because obviously your sales team can't sale enough services to keep us busy. Then again, dispatch is probably giving most of the new installs and tech recoveries to the inhouse techs who get an hourly plus benefit because they like to take those jobs from the techs whose checks depend on doing a thousand jobs a day to make a living. They pay us just to replace one or two pieces of equipment. That's it. We don't get paid to do anything extra but they expect it. We don't get paid to work in hazardous conditions but they expect it. We don't get paid gas to show up so imagen driving 30 to 40mins to a job that only pays $35 for the work and $18 for the modem. Now subtract $5 for gas and you have to run a complete setup from beginning to end. Probably have to find the tap (where the signal comes from) because these dummies put the taps in people's backyard. Pray it's not an ariel job and you have to replace the ariel cable that wildlife and the weather have proven numerous amounts of times is a stupid idea to begin with, and you need your extension ladder since it pays the same as a job that keeps you safely on the ground. Then drive another 20 to 30mins to the next job. For our bogus metric, anything under an 8 is not only bad but you have to do the most to get it back up. Since when has an 8 ever been a bad score? Since comcast decided tro agree with the retarded company that created the metric in the first place. It's for some people but I don't recommend it to anybody. Just dirty the way they're doing us and that's not everything. DON'T DO IT. read more

Malcom thanks for keeping it running can always rely on your service. Stopped by to pick something up and was out within minutes. read more

it's a scam! they lie about their "free" phones and "free" services. Live chat on xfinity doesn't work. i found myself repeatedly retyping my issues over and over and over and over again only to NOT get it resolved by ANYONE! read more

Our posted are incorrect. I came to this location paid for parking and they weren't open even though they weren't supposed to be closing for two hours. read more

I honestly think Comcast is the worse company in history. Most people that work there are liars and don't do anything they say they will. Anything to make a sale and then hours of ur time taking down names and nothing, absolutely nothing done. I hope xfinity the whole company shuts down read more

Xavier, this reviews for you! I go to this store to pickup my gateway, Xavier helps me. I take it home. It doesn't power on. I drive back to the store to swap it out with Xavier. But I ask, can I plug it in and make sure this one powers up? Xavier tells me no, and I just have to drive home and test it out and come back if it doesn't work. That doesn't seem reasonable so I ask can I just plug it in? He says fine, go ahead and points me to the back where there's a plug. The one also doesn't light up. I go grab him and tell him. He goes look there's a light. I'm like either that's a super faint light or I'm blind. There's no light. He goes "what do you want me to do?" This guy's been giving me attitude since I got there and I'm like, I just want a gateway that powers on. I think that's reasonable. Then he gets all defensive and goes "don't talk to me like that, I'm not your boy. I'm not your child." He walks off all pissy. As I'm walking out the door I take a look at his badge to get his name. He goes, "excuse me??" And then starts going off. WTF man. Geez, you've got some serious issues. Nobody's calling you their boy or treating you like a child. This guy's going to be working minimum wage for the rest of his life with that pea sized brain. Turns out, the gateway's LEDs don't light up. I guess bc people put them next to their TVs and that might be distracting. That's all he had to say. He didn't have to turn into a big drama queen. I guess it was his time of the month. read more

Since I was in the area taking care of business at T-Mobile, I figured to stop at this Xfinity Comcast Store to pay my bill at their self-serving kiosk. I did not have to wait outside, compared to the Xfinity store in East Oakland. I must have come in at the right time. There were no customers in the store. I walked straight back to the kiosk, paid my bill and was in and out of there in less five minutes. I thanked the employee and left. There will be no more going from Emeryville to East Oakland to pay my bills with T-Mobile and Xfinity on the same day. Besides, Bath & Body Works is nearby and I can get some retail therapy in the Bay Street shopping district. LOL. read more

The worst service for any small business. They have two separate bills for internet and phone which they did not disclose during sign up. I had a field rep come into my business that forced me to disconnect service with Verizon stating she could beat their price which was a lie. My bill was an additional $124 a month. The tech kid that guy into my store threw all the hardware, all of the floor, the wiring and drill holes into my wall. That was unnecessary. I have made numerous of complaints for about a year and they fail to meet customer satisfaction. I will never get Comcast again and I highly recommend you don't either. read more

My daughter lives in NYC and I am here and have Xfinity as my provider. In trying to get her phone through Xfinity as well from another carrier was completely easy and a troublesome nightmare. It was certainly not on the Xfinity end as Riana Denise did an incredible job working through the activation issues created by the other provider. She worked with me to get a phone purchased for my daughter and then in activation- spent HOURS messaging me, my daughter and helping me problem-solve with the other phone company. I cannot say enough about Riana Denise and her calm and persistent efforts! She needs a raise. She is truly the best! Marguerite read more

The good thing about comcast is they encourage competition in the market because everything about their offerings is absolute garbage. What a terrible company. At this particular store, an employee tried to say he couldn't accept my device return because I wasn't being kind enough to him. It's almost like they wanted to make me stay there even though I didn't want to be there. read more

Jonathan lied to me. I was there because Xfinity, for reasons unbeknownst to me, cancelled my phone number in August saying that I reported it stolen. I did nothing of the sort. When I called the customer service line, I got nothing but the run around. Since I don't leave my apartment (ever due to Covid), I didn't really have any issues because I have Wi-Fi and am a procrastinator when it comes to following up with things if they aren't urgent. However, there finally came a day where it was time to leave my four walls and venture out into the world. For safety, I decided I should make sure my phone line worked, and why not? Especially since this error was not my fault. I walked an hour and a half to the Xfinity store and explained to Jonathan the issue I was having with my line. He seemed willing to help and saw that everything I was explaining to him was in fact in the notes. He tried to fix the issue himself but couldn't, so he dialed a number to reach a first level technician. That person was unable to fix the issue, so it was escalated to a second level technician. After I want to say a little over an hour, they were able to get my number up and running. I was elated and thanked him as I walked out of the door with a working sim. THE PROBLEM: Jonathan, WITHOUT MY CONSENT, upgraded my lines from by-the-gig to two unlimited plans. Mind you, the second number is a dummy number that had not been activated. I didn't find out until I logged onto my account and saw my normal bill of $15 skyrocket to $80. I called customer service and inquired about the charge, and was read the notes. JONATHAN LIED IN THE NOTES AND SAID THAT THE PLAN WAS UPDATED, so customer service was unwilling to help me. I said regardless of the wrongful upgrade, how can you charge me for the second line that isn't even activated or fully ported over for that matter? They told me that it's just how their system works. I'm sick and tired of terrible Xfinity customer service on all fronts and the money saved doesn't quite seem worth it anymore. I will be looking for a different provider for my internet and mobile services. To top all of this, Jonathan had the audacity to ask for a 5-star review if I received a survey after he underhandedly jacked me. Pure comedy. read more

The wait is too slow. They have to work faster esp when there are only a few customer and they have 4 people in the store working

This is a terrible business. The most expensive and the worst quality - in terms of both actual service and "customer service". They act like they still have a monopoly on cable when there are so many better and cheaper options on the market for internet and cable service. Xfinity/Comcast - NEVER EVER EVER will I be a customer ever again. You represent the worst of our profit hungry capitalist society. Off to Google I go! Good riddance. read more

This review isn't about the location it's about the company in general. After you close your account with the company, they will charge you for equipment that you already returned. To make matters worse they will charge you multiple when you can clearly show them the charge on your bank account. I still trying to get this issue resolved and I closed my account with a month ago. Feels like I'm dealing with crooks. read more

Went in because I was having trouble changing phones - And Xfinity at Bay Street really stepped up to the plate. Shout out to Subaya for helping me to unlock my phones, and to Rio for helping as well. and to LoveJoy - you're a rockstar. LoveJoy sat on the phone with technical support with me and walked me through the entire process. If it had not been for her, I would've given up easily and foregone the whole process. I've only ever had excellent service from Xfinity Bay Street, and yesterday was no exception. 5 stars, All day, every day. Thank you so much! read more

xfinity over charges and their internet service fails around 10 times per year. i want my refund this is pathetic! it's hard wired how does that fail?????? read more

This review is to compliment Ms Jamilah Michael, retail sales professional who displayed extraordinary patience and excellent customer skills when faced with a rather difficult problem I was having with my phone service. The interaction occurred at 6PM on August 22nd 2023. She ought be recognized by Xfinity for her outstanding service as I am sure this is how she is with other customers. Bottom line, she is unequivocally a true asset to this company. So thank you Jamilah! Here's wishing you the very best! read more

Xfinity is the worst public utilities company on the planet. I have recently become completely liberated from this awful service. The problem is not the cable TV or the internet service itself. The problem is the absolutely abominable customer service. Their customer service agents are completely incompetent. The simplest technical problem will result in at least 3 hours on the phone being forwarded from department to department. And do not allow yourself to be roped into any of their discounted subscription plans. The only way Xfinity is able to keep customers is by requiring them to sign long-term contracts. If they did not require long-term contracts, most customers would drop the service after a few months. read more

Customer service is everything. Black guy with braids having a conversation about buying a car while customers are waiting to be serviced. This location has no regard for people's time. There are more people working than customers, and we are still waiting. 15 minutes inside, and he finally stops his personal conversation. read more

Went into Xfinity store in Emeryville to review my service plan and was assigned to a sales rep from either India or Pakistan based on his name. From the get beginning ,I had a bad feeling, as the first thing he asks me was who is my cell phone provider. I politely declined to provide him the information and told him I am there to lower my cable and internet bill. He insisted I change my phone before he will extend any discounts, otherwise I am wasting his time and made veiled threats about releasing my personal information. I walked out and reminded him that there will be consequences for his actions and I know his face. read more

Feb 2022..Needed to cancel my internet service (constantly going down). I was requested to return my high tech cable box for a lower end one which I did. No worries after that..Months later, found I was still being billed for internet service that I had previously cancelled. Called crapcast again to get it worked out which they eventually did...but why can't the just act like a normal business? Kudos to the customer support reps. No blame on them. They're the front line and I appreciate their support. read more

I have had a good experience at the store , now on the phone is a different story , but I did switch to Xfinity moblie from Verizon and I'm happy read more