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

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

Comcast customer service is terrible. I went in today to exchange a DVR that had gone bad....waited about 20 minutes and got it replaced....everything good so far.......then after getting home I find the replacement will not power up????? I have to go back to comcast and wait approx 30 minutes to get a replacment for the BAD unit they supplied 2 hours earlier. I found the greeter unhelpful.....he first stated he was only the greeter and could not help me......then to start helping other customers 10 minutes later.......and then being the person that helped me???? I also wanted the new unit tested at the store as I already received one bad unit and he stated he could not help me!! But if I need to return again (3rd) time he would not make me wait in line?????? He had no problem making me wait knowing I had goten a bad unit the first time!! I will not toss the next direct tv add I get with free equipment + $$. And I have been a comcast customer for 30+ years. read more

With a line of people waiting, the manager seems more interested in playing than helping customers.

Tommy was amazing! I went in the store in a bad mood after my ex cancelled all services. He took care of me & provided me with new equipment & the best possible service package. Thank you for making a tough situation as easy as possible! read more

when its not busy and you can just walk up to someone, you'll have a good time. when its busy, you'll be waiting for days before the person can see you and help you even if you are just returning a modem or cable box. luckily i was the former. walked in on a saturday at 5pm and went straight to a sales person. needed to exchange a modem box because it stopped working. that was seamless. then asked about any promos because my bill was high and he helped lower my cost and get me free xfinity home. the place is clean modern and new looking. overall good experience. about 5 minutes after i was sitting down with the guy, i saw about 3 couples walk in. i bet theyd give this place a 1 star review. they were waiting forever. it did take me about 30 minutes to finish but i didnt have to wait or pull teeth out to get a good deal. read more

I came in to return my modem and to get my new connections to work.*online they kept telling me to connect to Xfinity but since my system wasn't working, that wasn't useful. I had to go into the store. Ignacio was helpful and polite and connected up my system and I'm back to normal. And I returned the modem, no problem. Thanks Ignacio! read more

Horrible manager at this comcast store!! They randomly charge some extra charge on your bill without notifying the customers!! The manager even told us we should forget any bad experience with this company!! How can I forget the painful experience for several years! They were such rude and ask customers to leave! Drive them out without permission! read more

I hate Xfinity, my internet has been down since last night. Where is the direct phone numbers to the Xfinity stores so I can get a new box and modem. Want to find out what stores are physically open. Also when calling Xfinity agents they don't seem do know anything. They are worthless. This store is open. My husband and I went in to exchange our router and dvr box because our router was over heating. The people there where worthless. They gave us the same type of router and box I was hoping to get upgrade. With the lastest dvr at least. When I got home to open it. It had been used already. It was nasty and dirty. I had to clean it with clorox. With the coronavirus epidemic. You'll think Xfinity staff would clean these cords and Xfinity equipment before giving it to their customers. It was just gross. To top it off. Router don't want to connect to our internet, dvr does want to connect to the remote. Now we out out of cable and internet. With whole lock down. I'm going to go insane. Now we have to wait another whole day for Xfinity technician to come to our house. read more

I've never been to this store but xfinity/Comcast has been the worst tv/cable experience I've ever encountered. I truly pity any person forced into this coverage as we were by moving to this apartment. read more

Worst customer service. Ever. Rude. Patronizing. Condescending. Unfriendly. Go somewhere else. Returned an old modem and was trying to make a return of some xFi pods (don't buy them, they don't work) and was told I couldn't return them there, asked why and got a really rude and tired response back. Never again and made me consider dropping Xfinity all and all. What a joke. read more

Xfinity Mobile is a total scam. - I got letter offer to signup to xfinity mobile and get $200 prepaid card - I visited this store with actual paper mail letter, but was told that they have no idea what is this. And that I have to call the phone number in this letter to get the offer (1-877-432-0272). - this was probably the point where I had to stop dealing with comcast. - but I called the number and after 10 min talk I was told that something is broken in their system and that I have to call another number (888 936 4968) - Called 888 936 4968 and explained that I want to signup to Xfinity mobile with $200 off offer. - I was told that they do not have any active offers (even if I just got letter 1 week ago and it says it will expire on 10/27). - And this is probably the second time I had to tell them what I think about them.. But I'm a total idiot and proceeded further. - I read the letter to them by phone.. and after a while they finally found the offer :))) Such a surprise probably. - Then I spent 30 minutes placing the order. Provided SSN, Credit card, DOB, Address and so on.. And you can guess what? - SYSTEM IS UPDATING AND ORDER DID NOT GO THROUGH. They apologized and asked to call them back in 2 hours. WTF??? So, comcast xfinity mobile is such a nasty company that will cheat you for sure! read more

Poor service when your entire network is down in store put a sign on your door to save customers time of walking in to get bad news no equipment can be processed for pick up or drop off. Employee said Comcast HQ would not allow them to put a sign in door. Really? Not aligned with the brand promise of focusing on customer service! read more

I just left the store. The store manager, Hamid, was unbelievably helpful. I needed to get an extra cable and a connector because we moved our modem and not only was he able to get me both of those also was able to get me a new remote because the remote hasn't been working so well. This was all fast. He was super courteous. And I could've had a better experience. read more

I received excellent service from Kaitlin Moralez at the store on 2825 El Camino in Palo Alto. She provided in information and solved my issue with clarity, intelligence, and kindness. I cannot recommend telephoning Comcast to help you with a problem. I could not understand their answers to my questions as they their English was very very bad. They were impatient and basically rude. The answer to to go to Comcast/Xfinity office in Palo Alto read more

Just wanted to praise Ignacio for his awesome work. Twice in a row I've come in and he's been able to fix everything very fast and efficiently. Thank you! read more

These reviews are real. This place is amazing compared to any other Comcast center anywhere, ever. Remember those long lines, dank rooms, with 1-2 people helping you that looked like they didn't want to be there about the same as you? Not at this place. Truly the best customer service and most appealing setting I've seen in a while from a cable/isp provider. read more

These guys are THE WORST! They don't care how long they leave you standing waiting for service (they don't even acknowledge your presence when you walk in!), and they don't give an iota about customers. If you're determined to stay with Comcast, DO NOT GO TO THIS STORE. read more

My girlfrind and I had been dealing with xfinity call center for a month now with the autopay and they would never take our payment on time and they would never tell us why, so we went in and spoke with Ignacio (Fernandez) who gave us excellent customer service he showed us alternate way to making our payment as well as gave us the rundown of why they did not take our payment on time when going into this location I highly recommend to speak to him read more

The single worst product in the history of the world. The new cloud based DVR does not work. It is garbage. Bad. Not good. What's wrong with the fools who work for this garbage company? If you paid for it I wouldn't take it. Just freakin terrible. Don't buy it now, don't buy it tomorrow, don't ever buy it. read more

If I could give this company no stars I would! They are charging me a $100 cancellation fee. I have been a loyal customer for 2 years. I wish I could have looked into my crystal ball to find out that I would have to move, before I signed their contract. I will definitely never use this company again, and I will tell everyone know as well. read more

I had an excellent experiences with **Joseph Luckey**. He is professional, super efficiency, very customer focused. If you ask me one thing this store can improve, I would say: Can you hire more people like Joseph? He is super awesome! read more

I used to rave about how much I love this store. Well, I'm now writing this after waiting over 70 minutes and still not being seen! Are you freaking kidding me?! They do not have a public bathroom either. And after all that, they couldn't help me with my bill that skyrocketed up $50 more per month. I guess it's finally time to say goodbye to cable read more

Nice there is a "local" office that permits changes without a service fee. Don't expect to be able to reach the store if you think you may have left something behind while waiting. read more

Horrible business asked for them to come fix my WiFi and when they came they said everything would be fine from now on and the WiFi keeps having problems.Horrible service. read more

Excellent customer support. I needed an extra coax cable extension and the rep took me to the book room to choose what I needed.

Comcast ~Xfinity...whatever .....there all ...horrible you don't take money out a account that you are not authorized to do so ....this is disrespectful in every shape form or fashion ...just cause your a business don't mean you can get away wit everything ...that's why Direct Tv is the Champ.... read more

The Best Customer Service Experience I have ever had from a cable internet company!!! I really dislike calling into Comcast 800 help line. Every time I've called in they have been very rude, and I feel like I get no where. Last time I called there 800 phone number they gave me such rubbish I thought I would never use Comcast services again! After my last call in to Comcast I needed to go to the actual store to get rid of Comcast for good. I was worried because over the last couple years I've been to a few different Comcast store fronts and have left feeling like I got rip off, and waited way to long to speak to someone. So I was dreading the trip there. This time there was no wait and I was surprised. After spending a few minutes talking to Ignacio F. (who is the BEST employee of the whole organization) and I had explained my situation; he was sooooooo helpful. I have such a change of hart for Comcast now. Not only was he professional, but he explained everything to me EVEN THE TAXES. I know my exact bill is going to be each month. I went in there for myself, however he was also helpful setting up my mother with TV and internet. She was using At&t super slow internet (1.5 speed), and now she has Comcast 55Mbps which now allows her to stream Netflix, surf the web, and use her cell phone at the same time. I am so thankful for finding this gem (Ignacio F.) hidden in the Comcast establishment. If you're like me thinking about changing carriers due to Comcast help line giving you issues, please go see this place first before you make any changes. Thank you again Ignacio! read more

The little (too expensive) black TV box stopped functioning. I called customer support and made an appointment for a tech to come out. In the meantime I was sure the box was bad so we went to the Palo Alto store and traded in the malfunctioning box for a new one. Success. The new box functions as it should. The store employees were helpful but I do wish there was no monthly fee for the boxes. Comcast should change it. read more

I would definitely recommend Rep Ignacio. He fixed the phone activation issue I was having for 2 days in matter of hours . Very knowledgeable and helpful. read more

After getting married, we moved my wife's service to our new home so I had to cancel mine. I was apprehensive with canceling my Comcast service due to everything you hear regarding Comcast and their customers canceling but I was very surprised. I was in and out within 10 minutes. Bryan was excellent and helped me return all my equipment and canceled my service. Everything was pain free and fast and Bryan was part of the reason for that. If they allowed me to give more stars, I'd give 12 stars out of 5. Yay read more

Outstanding! From the first contact on, very observant of the COVID precautions, the cleanest store in the Bay Area and Anthony went the extra mile to make sure I was a happy customer. Kudos, I didn't thin Xfinity could achieve this level of customer service! read more

Service was fast but the lady that helped me out was rude she started being nice but as I was asking questions she became to look irritated, this is your job lady.....I am sorry your company doesnt make things clear and keeps changing my bill. read more

Most Comcast XFINITY service centers suck. I've been to enough of them to know. However, this one is different. They just opened it up a few months ago. It's big, clean and comfortable. The staff there are awesome and friendly. I've never had to wait in much of a line. It might be because it's so new and people don't really know about it yet that it's so good. I don't know. If all Comcast offices were like this one, then maybe people wouldn't hate them so much. read more

Best experience and customer service center Comcast ever. Wes greeted immediately. No wait time to be helped. New equipment was ordered and given to be with 10 minutes. I was out the door 5 minutes later. Thank you Brian. read more

I have very low expectation for at&t/DirecTV or Comcast/Xfinity stores but I was pleasantly surprised by this particular store. The store manager apparently has done an outstanding job. I was switching from at&t U-verse triple plays to Comcast/Xfinity triple plays. In and out in less than 30 mins and got everything done. The technician showed up on time and, again, exceeded my expectations to got everything installed, setup with the time window. Being a 25+ years royal at&t/DirecTV customers (and never switched), I must say I'm impressed and happy with Comcast/Xfinity service and I must say this store plays a important role. I hope all Comcast/Xfinity (and at&t/DirecTV) stores will model and benchmark after this store. read more

Fast and excellent customer service by Tina. Came in at about 11am on a Wednesday. Store was quiet with a couple of customers at the service desks. Tina came and got me within 5-10 minutes. Gave me a receipt for returned equipment and all done. I'm writing this review as I'm walking out of the store. EXCELLENT! read more

I just had a fantastic experience at the Xfinity store on El Camino Real in Palo Alto. Melisa Ishoo, the new assistant manager at this store, was extremely helpful in making adjustments to my elderly parents' account, to accommodate their requests and address their concerns. They had quite a few questions, and her patience with them was very kind and very much appreciated. read more

WOW!!! Holy moly!! That was THE fastest and best experience ever!!!! I've been a Comcast customer for years and going into a service center is always a major pain. But this was like a dream! Walked in, guy said "I can help you here" and--blam blam blam--I walked out 7 minutes later with a new modem and a new media card :-) Everyone I saw had a smile and good attitude!!! read more