I decided to cancel the TV and just keep the only internet with Xfinity. I was being over charge even with a bundle package. I hardly watched most of the channels in the package, only sports. Customer service tried to get me a cheap deal if I renew the contract, but decided not to. I prefer to take a cheaper route with streaming TV with no contact. I arrived at the store, but every staff were with a customer. I waited about 10 minutes until the lady helped me out. I return all the TV equipment and the process was fast. I was out of there with no questions ask. read more

They don't have a local phone number! Very frustrating . All I want to do is get a new remote!

Billing services impossible to get a live person or questions answered unless the recording has built in answers for your questions I tried all the numbers I have They nice and helpful if you go into the store But you cannot reach a human being by phone read more

Ignorant and extremely poor customer service. They wanted to charge me to upgrade...... What a truly IGNORANT way to do business. How or why would you make someone pay to set them up on amore expensive monthly plan??? COMCAST CORPORATE- You are the definition of POOR business read more

Returned modem and terminated service. Very quick. Hope no trouble (hope they don't charge by mistake or on purpose in the future). read more

The worst customer service . Don't waste your time even driving here . After waiting there for a while my husband asked if he could use the restroom and they no because they didn't have one that he could go outside a pee on the fence in the parking lot . What? read more

Worst Store! A district manager needs to intervene at this store. I only wanted to drop off equipment and waited 20 minutes then inquired when I could be seen. Never got an answer. Basically, you are in line with all the other people who need help with plans. I have never had this experience at a Comcast store. Usually you can walk in they scan it in the front and you are out the door. Inefficient and clueless. Went to another store after in San Mateo and was in and out within 5 minutes. read more

I've had to come here a couple times for different things, and both times things went fine. Line was fairly short and not much wait. The process for returning a modem or picking up a new remote control is pretty straightforward. Parking is easy right outside the door, space is large and looks clean. The thing I really dislike about Comcast are their prices which I feel are way too high, and the fact that they expect the customer to do everything for themselves. They don't even send guys out anymore to get you hooked up, they expect you to practically wire your house yourself. I had called and asked about getting one of our rooms hooked up with cable for 2nd TV, and I was told they not longer do that for customers! We have to go buy the cable wire and do it ourselves. That is just crazy! read more

Want to give 0 star. Went here to change account holder's name to my roommate. They said they did, but they didn't submit the change and the bill was still charged to my account after a month. Had to spent 2 hours calling and chatting customer center to finish the transfer. PLEASE DO THE JOB read more

I've visited the Xfinity Store twice in the past week. Today I was helped by Matthew. He was *great*. I was waiting at the front entrance while he was helping another employee. When he finished helping that employee he asked me what I needed (to return a gateway) and took me to his desk to process the return. Matthew graciously explained that the gateway that I was returning was dramatically better (higher max throughput) than the one I had picked up at the store the week before. Coming from AT&T I didn't care about faster, but was impressed that Matthew was try to help me, rather than recover a better gateway. Comcast is lucky to have employees like Matthew; he gets five stars. The previous visit wasn't so pleasant. Telephone support told me to go to the store to pick up a modem, but I had to wait in line (for a long time) behind people who were trying to choose mobile phones. Front desk service was *terrible*, apparently provided by staff who have been trained to prevent sales. Front desk staff from last week were two stars. Average is 3.5, round up to 4. Matthew was great! That's the store in Palo Alto, not a review of the Comcast nitwit who cut off my cable (and cable service) in 2014 by not understanding that the cable pull-box served two houses, each with the same street number but on different streets. I'm on a corner. We lost TV service for a month. :-( Matthew seems to be trying to turn the company around. read more

I visited this location (which is quite nice-looking both inside and out) just to return a set-top box and cable modem after terminating our Xfinity service. I was greeted immediately and didn't have to wait at all. The process of logging in the returned equipment was fast and we were done in 2-3 minutes. Best of all, they didn't try to lure me back with special offers, etc. which I hate. They just did the thing I asked for, and did it efficiently. Pretty refreshing! read more

I hate Comcast but I love this location. If every Comcast customer service interaction was as pleasant at the one here then Comcast would never get such a bad rep. They helped me move locations painlessly (twice.. In 3 weeks.. Yeah noisy nejghbjrs). This location is new, spacious and employed by helpful friendly Comcast agents. Highly recommend a visit here over a phone call if you need to talk to them. read more

Not a review about the store or it's employees but the service in general. IT IS ABSOLUTE $hlt. In the 20+ years that I have had cellphone service I have never come across one that is this incompetent and inadequate. I had to make 14 phone calls in 2 months to resolve various service, billing and porting issues. They suspended my account without informing me and when I called to figure out why they couldn't tell me why. They charged $480 to my account but couldn't tell me why. I tried porting my number but they couldn't give me a transfer pin or tell me why. Biggest mistake of my life was to fall for their sales pitch. The network is bad because they fall in VZW last tier. Save yourself and stay away from Xfinity. read more

8 outages in the last week. 8 *HALF DAY* outages in the last year. No way to run a business. If you can possibly swing it, chose anyone but Comcast for your business Internet. read more

Oh yeah. Forgot to update this since it was years ago but the representative straight up lied to me twice. First lie was about internet speed in the package I purchased. It was too slow and I had to upgrade it later. Second lie was that the credit check would not be a hard inquiry. It was. I would not have cared either way but just don't lie to my face. read more

I've always had great customer service at this store. I came in last week and was helped by Mary. I only came in for a new remote. I asked Mary if she could look at my account because I felt I was being charged too much. She took some time and reduced my monthly by a lot. I was thinking about leaving Xfinity but with Mary's help, I'm still a customer. Thank you, Mary! read more

I had a very complicated Comcast problem. I made an appointment before I left home, and I knew my questions were going to take time to resolve. I was fortunate to get Ke Li to help me. He was so patient, kind, knowledgeable, polite and professional. I can't say enough about him. read more

Comcast internet is down yet again. I'd take anyone over Comcast at this point. In the process of moving and internet provider has suddenly become a much more important criteria. I tried to call their support today only to be told I was the 372 person in line and they would call me in 5 hours, which didn't happen. The internet has been down for 9 hours so far and totally destroyed my small business today. read more

Was paying 100Mbps speed at $50/month. Would get only 5Mpbs in 2 rooms and 10 in the one where the modem was placed. Shitty customer care. You would have to waste 1.5hr trying to tell them that you are not getting the speed you are paying for. Do not use Comcast in Mountain view. It sucks! They try to force you into leasing their modem to get an extra $10 every month for the lease. Its a clear rip off. Also, there is a $6 protection charge you have to pay for a customer service rep to come down and fix the issue. Are you kidding me? First of all, they don't give you the speed they promised and then they ask you to pay to fix the shitty job they have been doing? Going off their service. read more

Terrible customer experience. Incredibly rude people. No one but two persons. Is like I'm making them the favor to give them my hundreds of dollars of service per month. Training. Is the answer. read more

I was giving top level customer service support from Kaitlin Moralez and Bryan Kuivenhoven at the Comcast/Xfinity store at 2825 El Camino Real, Ste 100, in Palo Alto, CA 94306 today. I have to admit some of my previous experiences with Comcast has been less than stellar with online support, but I got the best of the best with these two representatives at the store. I received of my support from Kaitlin who was a genius at helping me with a number of technical issues with my cell phone. She knew exactly what to do and I was on may way in no time at all. My perspective of Xfinity Customer has changed to the very positive because of the support I received today. Thank you so much, Kaitlin and Bryan. If I need any more help, I now know where to go. read more

Comcast tried to screw me over AGAIN. They said that I needed a new modem because mine was too old, but it still works perfectly! Kristina once again helped me with that issue! She cuts through the BS that I have to deal with when I call in to activate my dad's new service. She is honest and real. Someone give her a raise! :P read more

Today I visited this store in Palo Alto and finally understand the fundamental problem of Xfinity is in its culture. Over last 12 years I've used various Xfinity services: internet, phone, TV, mobile. I've been experiencing billing issues all the time - got extra wrong charge and I only got to notice when I looked into a bill. I try to avoid the headache of time-consuming and painful contact with Xfinity support by minimizing my subscription with Xfinity. I only have internet with Xfinity now. Last month an equipment fee was suddenly charged to my account. I contacted their online live chat and the agent assured me that he took care of the mistake and I wouldn't be charged for it again in the future. But the fees are still there in this month's bill. I have a box from Xfinity, which I've never used - in May 2021, I had to call Xfinity support many times for the broken internet service, one of the agents told me that they were sorry for the trouble, and thanking my loyalty that she would ship the free box to me. Assuming that the box is now causing the "equipment fee", I took it to the store today. It took quite some time for the store employee to handle it, which I can understand - she might be new and there's learning curve. She tried to upsell their mobile service, which I can also understand - it's Xfinity practice and her job. She told me I could still keep the box for free. I said no. At the end, she asked me to rate the service, I told her that I had to wait to see the result - correct billing. Her manager immediately confronted me: I got charged because I kept the box, they helped me with the equipment return, what else they could do. I tried to explain three times: I didn't order the box or any associated service, and her employee just told me I could keep the box free, the problem is the billing and I need to make sure it's resolved. Another customer who overheard the conversation said to me "I got the same problem, I support you!" The manager finally stopped her confrontation. The Manager told me all the corporates are the same. That belief reflects Xfinity's culture and problems. In America, there are many corporates doing business with integrity and care about their customers. read more

Terrible service. My Comcast was out for four hours and the only thing broadcasting was the Warriors game. Wonder who's looking at that. And there was a huge smell of pot coming from the truck one day at lunch time. I am not paying for that. My son and I remarked on it. comcast would do well to drug screen their employees. read more

Xfinity should fire these people. Their customer service not representative of what Xfinity/Comcast seems to aim for. These people know what they are doing. read more

Overall, I hate Comcast, but my experience at this store was fantastic. After 5 frustrating phone calls with the customer service number I decided to stop in the Xfinity store down the street for the first time. Customer service at the store was fantastic - I was helped right away, the guy I worked with was extremely knowledgable and generous, and overall this helped me cut out a lot of BS out of my interactions with Comcast. So thankful they have this store and hopefully this is a sign of Comcast turning a new leaf...but I won't hold my breath. read more

I brought in a statement from Xfinity that charged me over $11,000 by mistake. It was for one-time international call charge, which is impossible because I don't have a phone line with them. They neither apologied for that error nor acknowledged that was an error until I confronted the clerk a few times to confirm that this was an error. The first thing that the clerk said was this is an old invoice. I asked for the manager but she lied by saying that the manager is busy, while that manager was just on the floor floating around. The manager did not apologize for this error either. They need to be trained better. read more

Read the good Yelp reviews and made the 25 minute drive to the Palo Alto location to complete a new account setup and equipment pickup. Came in on Saturday morning right when they opened at 9am even though there are 3 other Comcast centers much closer to me. Helped by Joseph who was very efficient and professional. In and out in less than 10 minutes. read more

This location is a very helpful and knowledgeable location with great staff. The staff is always friendly and wIlling to help.

I feel sorry for the people who work here. Representing the most hated company in America must not be fun. But Comcast deserves the love and affection they have developed over the years for their horrible behavior and customer care. We are happily switching to AT&T. read more

What a refreshing experience compared to the Sunnyvale location. Clean, friendly and attentive staff, well organized and minimal wait. In fact, I was helped right away. Short sales pitch to try and get me to upgrade, but not pushy and very informative. I will go out of my way to visit this place next time I have a need. read more

We drove 20 minutes out of our way bc the reviews were so great here. It turns out, the reviews are spot-on! This place was fantastic, I'm not sure we've ever had such a great experience before. The store is gorgeous, the people were friendly, fast, and helpful! We can't say enough good things! read more

Xfinity Store by Comcast - Awesome store! We are LOVING our X1! - Television Service Providers Near Me - Palo Alto, California

Comcast - Horrible, Horrible, Horrible, nothing good to say at all about Sunnyvale, CA location or call in, or service outage issues, communication and response times. Takes over a dozen calls and 6 months to correct a COMCAST issue, not a customer issue. Palo Alto Store - the best. A model of customer service and efficiency. Amazing. Location/Parking convenient. Very short wait times. Jake Le was knowledgable and knew his way around Comcast's systems to take care of problem in less than 10 minutes. Even provided his email in the event Comcast billing (takes 2 months, why?) to reflect account changes. read more

I love coming to this location because their staff offers the best customer service especially their assistant manager, April Zaide. We came in not really knowing exactly what we wanted but she walked us through the whole transaction and made everything so easy. Not only that, she was also friendly and seemed like she genuinely cared for her customers. We couldn't be any happier with the service that was provided to us by April and her staff and we will make sure to come to this location if we need anything from now on. read more

A female staff told me more expensive plan than what they show at their web site. I asked her to check other plans but she said it's the cheapest. I don't like this shop. The shop in Sunnyvale was much better. read more

Terrible service. Do not get internet from this operation. You will water your life on a help line.

And here I didn't think Xfinity service could be any worse! Was I ever wrong! Being a Mountain View customer, I typically visited the Sunnyvale store, but we had a couple bad experiences there (very long waits, seriously understaffed, incompetent service folk, etc.) so this time around we decided to go to the Palo Alto store in search of a better experience. All we needed to do was return equipment since we were stopping service. This is easy at the Sunnyvale store - there's a drop box. We've seen people do it time and time again - easy peasy. Well, not at the Palo Alto store. We still had to sign in, then "wait for our names to show up on the queue" - well, no visible queue like there is in Sunnyvale. We waited for 20 minutes - during that time at one point we were rudely told we could take a seat (we politely declined and said that we were only waiting to return equipment and preferred to stand) - we continued to wait only then to be later told by the same person that we didn't have to wait and could just leave it on the counter. Ugh! Why not mention this at the beginning? Or when you check in and clearly indicate that you're only there to drop off equipment? The worst part is that they didn't complete the transaction when we were there! Over a month later I got a random bill for services way past our shut off date that was forwarded to our new address - and when I called customer service to get it taken care of, they said the equipment was shown as returned almost 6 weeks ago but that the technician didn't complete the transaction to stop the billing. So glad we are now living where Xfinity does not provide service - our new provider is excellent - timely, incredibly less expensive, and the service folk are very friendly. It's too bad that in the Bay Area where there aren't a lot of competitive options we're still stuck with Xfinity. read more

Xfinity Mobile service is cheap if you are a Comcast-Xfinity WiFi customer. But their mobile phone signal is horrible. Only certain part of my apartment gets the phone signal. Been searching for a cell phone signal booster but to no avail. Then some one suggested for me to turn on WiFi calling but somehow it could not be done on my iPhone 11X. Spend hours with Xfinity on line, Apple technical support and at the Xfinity store. No one could figure out why ! The lady at the Xfinity store at PaloAlto would not give up. She was on line with their senior tech for at least 45 min. Finally, she just play with my phone and finally got the WiFi calling turned on. What she did was turn the Airplane Mode off and a WiFi on. That did the trick. Went home and did it on my wife's phone and the WiFi calling was activated. Most service rep would give up, but this particular lady was wonderful and spent the time to figure things out. Now I can use my cell phone in most part of my apartment. Unfortunately still have dropped calls !!! Xfinity, please take note. The 5 star review is for the one staff. read more

1st let me be abundantly clear. I HATE COMCAST. HATE THEM AND THEIR MONOPOLISTIC BUSINESS PRACTICES. That said...if you're forced to deal with the company...this store is a great location to do it. Perhaps because it's new...it's rarely if ever crowded, so there's little to no wait at all. The employees are extremely friendly and as helpful as they can possible be given who their corporate overlord is. I really was grateful for how earnest and helpful the employees were and highly recommend this location if you're forced to seek help dealing with Comcast. read more

Wow does Comcast suck. Customer service told us to reboot our server, which we had already done. Then we spend twenty minutes on the phone, without getting service. THEN we are told that we will get a text (on our landline), which we point out won't work. THEN we are told to stay by the phone for an hour while "the back office" works on our issue. SUCK SUCK SUCK read more