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    Ask the Community - Xfinity

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    XFINITY - Broken

    XFINITY

    (549 reviews)

    I've been an Xfinity/Comcast customer for 20+ years, but I think that's over after my latest…read morebait-and-switch episode. I got a new xfinity gateway modem a few weeks ago because my Arris modem stopped connecting. I picked up the gateway at the Xfinity store and activated it. Shortly afterward (1/2 hour?) it started losing the connection every few minutes. I called Xfinity customer service and transferred thru to tech support, and after trying a few things remotely, they said it was definitely a hardware issue they would send a technician to check it, transferring me back to customer service to set up a time... I told them I would swap out the modem back at the Xfinity store but they said MULTIPLE times that I would NOT be charged for the tech visit. I asked this several times to verify. But, alas, I see on this month's bill that I was lied to, and I WAS charged and extra $100, despite being assured multiple times by Xfinity customer service that I would NOT BE. I asked them to look back in my account records and check the call notes that this was true. Their 'helpful' chat (which I finally got a human being onto, by typing 'human being' and getting out of their AI slop-loop of clickable questions) said they don't share that info between the CS and chat groups (?!). What abysmal service. I told them that I'd be cancelling my Xfinity soon and will be looking around to their local competitors for a better level of customer experience. And maybe a company whose left hand knows what its right hand is doing. BTW: They also added another $15 to my ongoing monthly bill for the 'privilege' of having their equipment on loan.

    I signed up for Xfinity internet a couple years ago for 1 gig service at $70 a month, which felt…read morelike a fair price at the time. Somewhere along the way, with autopay on, my bill increased to $99 a month without enough transparency or value to justify it. If better pricing was available, existing customers should be offered that before they decide to leave. The bigger frustration has been trying to cancel service. There is no simple online cancellation option. It keeps directing you to call, and then every representative seems more focused on upselling than actually helping cancel the account. I've been transferred around and told someone else will help, only to repeat the same conversation again. Service reliability was also an issue. We experienced multiple outages in Denver. While they may offer small credits, the process to claim them feels like a maze and often is not worth the time for a few dollars. I already use Google Fiber at another property and have had a much smoother experience. Between rising prices, outages, and the cancellation hassle, this is likely the end of Xfinity for me in Denver.

    DIRECTV

    DIRECTV

    (278 reviews)

    Uptown, Northwest

    There are a lot of drawbacks to this service. Technically it works well and we haven't had any…read moresignificant outages or troubles. It's not cheap, and it seems like everything you want costs extra. They barrage you with up-selling telephone calls, usually on the order of three free months of HBO and Showtime (after which they charge a lot). If you don't cut them off early and firmly they'll sign you up for it without your permission, then you have to call them up and persuade them to cancel it, which is also difficult. The worst part was when I sold the house that had the service. I had no trouble disconnecting the service, but they said they would sent me information later on how to return the equipment, but I didn't receive anything. If you don't return it within 21 days they charge you a fee. I called and after being transferred twice got them to agree to send another return kit, although it never arrived. I called again, got transferred again, and had them send another return kit. I'm now waiting on that one; we'll see. On-phone time for each call was about 30 minutes (including some more up-selling). Update: I finally got my return instructions, which were: put everything in a bag and take it to a UPS store, they will do the rest. It seems like that could have told me that on the phone, or even in the initial email, and saved a lot of trouble.

    I love Direct TV but just bought an LG G4 TV, and you know what? Direct TV doesn't support an app…read morethat will work with it... wtf? So looking like I am switching to the internet. Direct TV needs to fire the contractual trolls at DTV that disrupt service and don't support major TV manufacturers.

    Xfinity Store by Comcast

    Xfinity Store by Comcast

    (63 reviews)

    We've probably all had underwhelming experiences with Xfinity and/or Comcast over the years…read more Honesty is the best policy, right? So I just moved to a new house and had to transfer over my internet. I was eligible to receive some new equipment. The new materials shipped lightning fast (almost too fast) and self-installation was relatively painless. The most annoying part is that you have to return the old equipment. They give you a window of time you must return it by OR ELSE. Kidding. I was dreading dropped this stuff off in person, because of flat out awful customer services experiences with Xfinity/Comcast in my lifetime. To my complete and utter surprise, the experience couldn't have gone smoother. I haven't set foot in one of these stores in a number of years, they've sort of taken the Apple Store approach in its layout. Here's how it went down: Them: Hello, how can I help you? Me: Returning some equipment. Them: Cool, walk back here with me. (walks to back of store to terminal) (hands employee equipment) Them: Would you like a receipt? Me: Sure. Them: Here you go, have a nice day. Me: Thanks, take care. This one minute interaction was mildly life changing. I've wasted countless hours in store or over the phone with them over the years. I still can't believe how efficient this experience was. Am I recommending Xfinity/Comcast now? I mean, I'm not willing to sign a blood oath just yet. But if this is the direction they're heading, sign me up!

    I spoke to Xfinity customer service who advised me I needed to go into my local store to obtain the…read moresenior discount she offered me over the phone. I thought it was ridiculous she couldn't do it over the phone. There's absolutely no way to talk to someone at this store to confirm this information customer service told me prior to driving all the way there. So I had to drive there. Once in this store, I was told they don't offer a senior discount & they couldn't help me. Seriously!?! They weren't apologetic or willing to help in any way, including the supervisor. I was told to call customer service back since this wasn't their problem. Always passing the buck. Interesting how they didn't care whether they kept me as a customer or not. I wasted half my morning & got absolutely no where!

    Xfinity - securitysystems - Updated May 2026

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