My husband and I went in to get a SIM card/fix an issue with his phone, which turned out to be much more difficult because of an error made by the agent I chatted with prior to our store visit. We did have to wait awhile to get help, but we were very impressed with the two employees that helped us (I believe one was the manager--Reece). They were extremely patient and friendly as they helped us for over an hour trying to straighten out the problem! read more

Returning some cable boxes for my folks. I was checked in at the front door Apple store style and was told it would be a short wait. There were several others before me but there were plenty of places to sit so I didn't mind. The store was clean and nicely laid out but I didn't have much time to admire it as a few minutes later I was called and after an easy return process I was free to go speeding off to run other errands. read more

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No direct phone number to Xfinity on Zafarano Road in Santa Fe. Impossible phone choices No quick connection to an agent. No one to ask a quick question. They auto-bill me every month. I gave instructions to stop service on Aug 1, 2024, but I have no idea what else they will bill me for. With all the people in the world, you would think a company this size could hire people to man the phones. Xfinity is impossible The salespeople in the store were wonderful...auto phone help is terrible. read more

completely dehumanizing experience. it's a clone of the apple store with even less interaction! i can see the item i want to buy on the shelf yet i can't just buy it! (wifi extender) but i had to make an "appointment " and i've been waiting for 30 minutes. i'm going to leave xfinity and just use verizon 5G. Horrible experience read more

Broke my phone so made an appointment to get it replaced at Xfinity. Rebecca and Alexis were wonderful and promptly greeted me at the scheduled time and helped me pick out a new iPhone. Nice store and nice customer service! read more

Today (8/8/23) the employees turned off the payment machines before the store was actually closed, causing our family to have to return again another day, wasting our valuable time. The employee Shon simply smiled and said the machines were off, and if there was an issue, to call customer care. We called customer care and spent over 30 Minutes finally getting the answer; Customer care has no way to contact the store, and the only way to file a complaint is with the manager. So not only did Shon turn off the machines before the store was closed, but he lied about how to file a complaint. This company has zero accountability or care for customers. Shame. read more

Awful costumer service. They say they use Verizon towers, they might use Verizon towers but Verizon customers get priority. I had Verizon before making the mistake to switch to Xfinity it is not the same I never have reception now. This company is awful, if I did not fear dealing with their awful customer service I would try to break my contract. Considering they charged me for a phone for three months I never received and would not refund me I have a feeling even if I did cancel my contract they would still bill me. Stay away from this company just don't do it read more

The worst company to deal with ever. The service is very expensive & not reliable. Finally there is competition & 1/3 of the price of Comcast. They asked that their modem be returned for a $56 credit. Now they will not honor that returned modem credit! read more

We received a notice that we had cancelled our service effective that day. After an extensive discussion with one of the service center employees he was unsure where the cancelation came from as the "notes" field was empty. I mentioned we would be moving in a few weeks but we would not be cancelling until closer to that date. After reversing the cancelation, he forwarded me to the CSA (Customer Security Assurance) team. The lady I spoke with was very nice, however she provided a lot of bad information. She told me the person I had spoken with previously did not appear to be an employee of Comcast/Xfinity and eluded to the fact my identity had been stolen since she had no documentation of my previous call and the email I had received was also not in her system. She confirmed the number I called was Xfinity and had me check the emails I had received as valid emails. (Hoovering over the sent from etc). Her system showed they had not contacted me since March. After 1 hour and 5 min of her going back and forth, I asked to speak with her supervisor. 20 min later, she said it would be several hours before someone would be available. During this time, she also told me that she was able to "dig deeper" and confirmed I had spoken with someone from Comcast/Xfinity but still was unsure why my service was being cancelled. I eventually spoke with her supervisor 15 later and asked that she listen to the recorded call to hopefully provide enlightenment to the terrible service I was receiving and the heightened concern about my personal information being leaked by Comcast. I was also to receive a call within 24 hours from their lead team to address the issue. Sunday, I did receive another call, however it was not from the lead team. This again appeared to be from a random service center employee. She stated she was from Xfinity and asked when I was cancelling my service. There was no prelude to the question. I can only assume it was due to our planned move, or possibly the 0 rating I gave them on the text message follow up questionnaire I received. The customer service is terrible and clearly shows a lack of training and also understanding the value of a customer. A day and a half later and still no call. read more

They were very helpful, friendly and informative. I know that Comcast has had a deservedly skanky reputation, I don't know a single person that has used Comcast and that doesn't despise them. They are the most universally despised company I know of in my 60+ years of life. But my recent experience getting internet service hooked up and visiting the service center here in Santa Fe, NM were very positive and competent. Maybe they are turning a corner. I hope so. I never thought I would give Comcast four stars. read more

Definitely frustrated as I had to return to the store 3 different times to get something relatively simple.

Worst customer service experience -- EVER! We went in last Saturday to the Santa Fe, NM store to get a transfer pin and account number so that we could painlessly transfer my son's phone over to Verizon. We specifically told Xfinity Mobile we wanted to keep his phone number. As soon as we walked out of the store, we realized that his phone had been disconnected (which prevents a pain-free transfer and number retention). When we went back inside to ask what had happened, the customer service rep. said that when Xfinity issues a transfer pin, the phone is automatically disconnected. This was a lie! The only reason to provide a transfer pin is so that a connected phone can be painlessly transferred -- you don't need a transfer pin to reconnect a phone that has been disconnected. To make matters worse, Xfinity took six and a half days to unlock the boys phone when they should not have had to do that. I'll never go back. These guys are liars and vindictive when you switch carriers. Buyer beware. read more

I recently moved and went into the store to get service switched to the new house. It took ridiculously long to get assistance. There was some sort of issue transfering the service and another employee was brought in to help. Finally everything is sorted out and I got an email confirmation. Guess what? No service and the stupid Xfinity app says service is disconnected and I owe them $50. Now I get to go back to the store, wait a ridiculously long time, and maybe, m-a-y-b-e, get internet access at the new home. read more

I scheduled a payment and infinity did a soft disconnect before the payment arrangement due dat. They need to remove the payment arrangement if they are not going to honor it sad and disappointed read more

I went into the store yesterday with a problem with what I knew was probably my phone and not the network. They were incredibly helpful and resolved my problem-masked and observing all of the COVID protocols. I greatly appreciated their going above and beyond for me read more

Comcast's Customer Service as a company is absolute garbage and its impossible to get in contact with anyone. I'm not sure about this location in person, but trying to get in contact with them over the phone is infuriating, especially when you have an emergency. I am pretty sure the company can afford to hire customer services technicians with the amount of revenue they bring in. Ridiculous. read more

it's hard to know where to start. and i am grateful to those employees who did finally get my cable installed. but it took over a month to get service, a month of my calling every few days and their giving me an array of promises, excuses and missed appointments. they finally completely lost my order, while a tech was out at the house, so that i had to get a whole new service agreement set up and expedite getting that service scheduled for while the tech was still at the house, all the time getting people telling me that 'they were sorry, but...'. all i could do was keep marveling at how well i'd sleep at night if those people worked in the trump administration. anyway, they're the only game in town, so be patient but insistent and good luck read more

Over a year, DVR still doesn't work. We are moving to DirectTV. Enough is enough. For all you people who are considering using them - if you have HD TV and want a DVR, head to DirectTV instead. Of people I know here, no problems with Dish, but almost every else has issues with Comcast. read more

I must agree with Pepey... Comcast is a monopoly and charges outrageously high prices. My apartment complex was wired by Comcast, so getting any other service is almost impossible. Earlier this week, I called Comcast about my service: I wanted to drop Basic Cable and just keep my "Economy Internet" (their term). I was told that if I broke-up my 'package,' I would have to pay almost twice as much for "Economy Internet" than I now pay. Shame on you, Comcast. My tesitcles ache from being pulled so hard!!! Update: I just called Comcast and had the good luck to speak with a very kind rep, Jackie. When she deleted my cable service, she found a $29.99/month Internet service which I accepted. Perhaps dealing with Comcast can depend on WHO answers the phone. :-) read more

We just dropped into this service center to transfer mobile service to their plan. As internet customers, we qualify for unlimited mobile voice and text, and only pay $12/mo. for 1GB of data, which is more than we typically use. Our house was pre-wired for Comcast, but we had another provider for a while and when we switched to Comcast, everything went smoothly. We identified the house coax lines and set up the modem ourselves, so have nothing to report about the field service except that they appeared at the curb after dark promptly on the activation date and all went well. Our service person today, Edwin Lopez, was patient and expertly professional through a lengthy and complicated process, and was great company along the way. I do not doubt that in providing such technically complex services, frustrating lapses and failures occur, but when problems happen, they are more likely to be reported here than smooth sailing. I am sure that the majority of the critical reviews here do not represent the most likely customer experience. We couldn't be more pleased with Comcast/Xfinity. read more

Based on these reviews and past experiences with other telecom companies, I had low expectations for today's internet install. Especially since I live in an older adobe house with walls a mile thick, in a neighborhood that hasn't had internet service in 7 years. However, Mike arrived promptly, and after expressing some reservations about his drill bit being too short for the wall, he totally pulled it off. Ran cable from the telephone pole, neatly around the house, and exactly to the room where I needed the connection. Thought it would take at least two visits-- one for consulting-- to get this done. Nevertheless, he apologized for the two and a half hours it all took, but mentioned that he wanted to do it "the right way," thinking years ahead. AWESOME. The connection is blazing fast, and overall it was a five star experience. I only knocked one off for the cost. Not the most competitive price around, but seems worth it so far. read more

I wish there was another choice to get high speed internet, but there's not. The upstream speeds of satellite won't do it and and neither will the DSL from Cyber Mesa. Needed my cable internet installed by a certain date for work purposes. Set up an appointment with them to get everything installed and hooked up. When the appointment time came, they called me and said that the representative was running late and tried to talk me through setting it up remotely. Didn't work. Several days later, they got someone out here. He ended up having to go on the roof and completely rewire the system. Cost me time on a work project that I then had to pull several all nighters to complete. Also, the bundled cable package, probably their most basic, doesn't even come with ESPN. AWFUL. Would switch immediately if there were any other options. read more

Today Xfinity stole $65 from me! My bill was not correct so I went to the santa fe store to get help resolving it. The young man who was to help me refused to listen. All he could say was the computer says this was the amount I owed. No way could the computer be wrong!! But it was. The worst part was this guy refused to understand the situation. He didn't care or try to resolve it. There was no resolution. read more

Worst company ever! Big life changes and I had to move to a place where they don't have service. I had to cancel 36 days after my contract and because it wasn't 30 days, they are charging me $110. These people are thieves and should never be used! read more

I'm in Santa Fe 87507 and Internet has only worked for a couple hours in the past day or so but honestly it's been sluggish and slow for weeks.My roommate claims it's because of covid and all the students online at home yet Comcast claim no issues also all they usually say is have you unplugged and restarted the modem ummm of course it had started working but was real sluggish so I naturally did that step last night haven't had internet since. This is ridiculous!! read more

I have had issues for years with charges and the labyrinth of plans and pricing variations that seem to be resolved when one asks to speak with "customer retention." (So a single star in this category.) The Comcast/Xfinity on-location technicians have been EXCEPTIONAL--efficient and conscientious. My most recent experience (03/08/2021) was with Ryan (supervisor: Rocky) out of the Santa Fe facility. The courtesy call to measure my reception resulted in an update of the entire cable connection. Ryan deftly handled a number of complexities required for the installation with an exceptional level of professionalism. Thank you again, Ryan. read more

Recently moved and had to sign up for service, then had some issues to work out. Yes helpful and friendly staff

For the 1st 5 months of this year I received bills of varying amounts every month. I was .surprised to get a late charge and my account was put into delinquent status. I called and spoke with a billing person and then 2 supervisors. They informed me that somehow another customers payment was credited to my account in error. Due to this mistake my account was put in delinquent status and I was charged a late fee. It seemed to be to be a billing problem on Comcast part and I shouldn't have to pay the late fee and my account should not be considered delinquent as I didn't cause the problem. But I learned from the supervisor that it was my fault for not knowing and submitting the proper amount regardless of what the bill I was sent said. She then told me she would research further and call me back. That was 2 months ago. I have learned that now there a more Internet options in Santa Fe and many ways to get my TV programming for a fraction of the cost. It appears that Comcast is working hard to maintain their status in their top 10 status in worst customer service and top 10 worse places to work. read more

The worst cable company on the planet! We moved to Santa Fe in July. They now as of today have been put 6 times attempting to fix our four TVs on streaming. 6 times. Hours and hours on the phone. Each derive technition with their own solutions to fail after the fact FAIL. EACH dept throwing each frog under the bus. So sad. Today , yesterday and tonight took it to another entire level of disgusting customer service. I trained CSA's at FEDEX for 11 yrs in Memphis. As of tonight there is no fix. I had the rep at the 800 number on the phone and the CONTRACT tech on the phone at the same time. They both said they were not responsible for what ghe other suggested. PATHETIC. AFTER 6 months if our steaming failing every other day the tech that dame put tonight said the signals were perfect. ReLly? Ur failed while he was here. His arise was to get the Comcast WiFi extenders. No way? The third time we had a service call the supervisor said go to Best Buy and purchase 2 NexGear WiFi extenders. Everything will work. Not so. Still no consistency in our 4 streaming TVs. All loosing their signals. Today the contract tech said you gave too many TVs on streaming so you'll need to get Roju. The Infinity CSA said no. You need our x 5 Pods! I'm serious. Both were telling g me each was incorrect. At thus point I was laughing and crying. So I spent another two hours on tge phone tonight with Xfinity and it was not pretty. Don't get Xfinity. !!! Don't Horrible Horrible and Pathetic read more

I cancelled my services and returned my equipment and was told that my account was closed. I was also told that I would get a partial refund in a few weeks because I paid my bill but I did not use the whole month. I did not need xfinity at my next residence which is why I cancelled instead of transferred service but within a week I got two calls from Comcast asking me to call them back to discuss my account status but each time I was put on hold and didn't end up speaking with anyone. Then my app alerted me that I owed them money for the next billing month but I was confused because I was told that my account had closed. I went to the nearest Comcast office and they told me my account was still active and that the closure on my account was pending and it wouldn't actually complete until the third week of June. The people in Santa Fe told me everything was done and that I shouldn't have any issues but clearly that was not the case. The people I was speaking with were able to expedite the closure of my account and now everything should be fine but it was very irritating to have to figure this out on my own when I should have been told about this at the time I requested to close my account. Update: A couple of weeks later I got yet another bill in the mail saying I owe another month's payment and extra fees for not returning my equipment. I was pissed because they acknowledged that I cancelled my account but were apparently charging me anyway. I went back to my local Comcast office and asked what the problem was and I was told that there was an issue with when I returned my equipment and when I cancelled my service. When I left Santa Fe I returned my equipment but my service wasn't cancelled until the day after I returned my equipment. So the service tech noted which day I brought back my equipment but the system did not register it so Comcast thought I never brought anything back. The only good thing to come out of this was that the service tech in Santa Fe recorded the serial numbers from my equipment so the people at my local office were able to verify that I did in fact return everything and now I should be ok. This was such a massive headache which was made worse by the fact that Comcast outsources to collection agencies that harass you until you cough up your unreturned equipment. read more

I got a call on Friday saying Comcast was at my house to bury the new line but they couldn't get into the yard. I said that's because no one told me they were coming. They rescheduled for today between 12 and 4. They requested that specific time. I left my gate unlocked and my poor dogs shut in the house all day, as promised. I shut down my security system. As promised. Guess what happened!!! You'll never guess, because no company could be this FU. Time after time after time. But they are! They didn't show up! And they didn't call! And my dogs were frantic, being shut in all day! And my house was left vulnerable, with the security system shut off as requested. Just when I think they can't get any worse, they do. I've spent two months trying to get basic cable and wifi. They always act surprised when I update them on their latest FU. As if they are not the worst company on the planet. As if they are reasonable people, just doing their jobs. And I'm finally talking to the one sane person in the company who can guarantee me that they will show up as promised and fix the damn thing. And I try to believe them, because how could they f it up this time? Not after all the other times. They sound sincere. But they are a shitpile of incompetence and everything they promise is a lie. How do they accomplish this level of FU? It has to be deliberate, because no one makes this many mistakes randomly. Do they plan it? Do they strategize? What is the thing we can do today to f with each customer who believed we would do what we said we would? What is the thing we could do to push them over the edge? Do they give bonuses when customers lose it and cancel their service? Move out of state? Napalm their tvs? Do they slap each other on the back and laugh? I would really like to know. So maybe my soul will recover. Comcast is a blight on humanity. read more

After 3 tries, they basically got it working. But after the last visit from those guys, our car keys went missing.

Overpriced cable monopoly. People who need fast broadband are at the mercy of Comcast. Unfortunately, they will abuse their power until a faster and cheaper wireless alternative will come around. read more

My internet has been at snail paced "dial-up" speeds for the past two weeks since they installed it -- and the technicians, who didn't show up at all during the first appointment and was late for the second, can't figure it out. The call center usually takes over 20 minutes to get through to anyone, and you have to take the box and modem to the location at the end of your service, waiting in line to return it. They are archaic. read more

If at all possible AVOID the rep named PAUL. He is an unprofessional jerk who is of absolutely NO help. I called him because he was the representative in my area and he did nothing at all to help me. All he did was delay calling me back and give me some BS reason why my modem wouldn't work. Turns out I didn't even need to have techs come to my residence to set me up...all I needed to do was pick up the equipment and Paul still managed to screw that up. After finally getting the address to this service center, we found that we were much better off coming here in the first place. The representative that gave us the equipment was very helpful and courteous and explained my package even better than that waste of space Paul. Bottom line: Comcast sucks but since I had no other option for service, I had to go with them. If you are lucky and have an option: GO ELSEWHERE. read more

Comcast is the worst nightmare ever. Do not use this company. You will regret it. To expensive, terrible customer service, and bad tech service. I cannot wait to cancel as soon as I get another service. I have been way to loyal thinking they would get better. I would give -5 stars if possible. read more

I`ve been trying to get a resolution for my television issues for over three weeks now. Twice now I`ve called the Philippines or India or whatever third world country call center they use to avoid paying a living wage to Americans.They follow their script to no avail and promise someone will call me and of course that call never comes.In the meantime I have intermittent sound on local channels, narration for the blind on other channels, and broadcasts in Spanish on TBS and ABC. Guess I should learn to lip-read,speak Spanish and go blind before Comcast ever solves my issues. Really considering taking the cable box back to Comcast and telling them where to insert it. Today I finally had an appointment for a tech to show up between 2 and 4 pm.I had a confirmation call yesterday and this morning, even talking to a REAL person. After a waiting two hours with no tech I called Comcast and was told that I had rescheduled and my new appointment was in one week.I did NOT reschedule! I can only assume the tech could not make the appointment and "rescheduled " for me.The least they could do is admit they couldn`t make the "guaranteed" appointment and let me know. Comcast was dubbed "The Worst Company in America" by the Consumerist in 2014. I think they are going for the World Title.Yelp needs a "No star" or "Negative star" rating for companies with abysmally poor service like Comcast. read more

My Apple TV box went missing when the bedroom xfinity box went out. Took me a few days to discover the apple equipment missing. After calling and discussing the situation it became clear that the crappy black wire they replaced my in house connection with, was going to hang like a sagging clothesline , my missing apple box and two small pieces of cloissenne . I'm told third party contractors were used for my install...today my bill arrived, it had been 169.00 per month, today its 231.00 I've added nothing, I watch 5 or 6 channels on this service, no tv service is worth this new price...I have no contract so let's gouge the customer who paid you every month on time...sorry guys I'm outta here. New internet service on the way, local broadcast antenna, Hulu and I'm ready to spend this soon to be money savings on a fine dinner. I'm off my soap box thanks/. read more

Terrible customer service. Comcast sent me to their service center to solve a problem with a 'box' . All I got was a blank stare and a "we can't help you. Their service center is just as bad as their online website. Totally useless and not willing to solve a customers problem. It's like communicating with a robot. Their problem abilities only go so far. read more

HORRIBLE HORRIBLE - answering machine can't understand English or keypad numbers - then I get some dumb ass that tells me I'm not in the system even though they already billed me for the month and refused to do anything else and hung up on me. NOW that's what I call customer service. NEVER AGAIN read more