My install technician was Ivo. He was a very happy soul who came in and got to work immediately. He…read moreexplained what had to be done and had the installation completed within 1.5 hours. We went through the router settings, altered the password to my satisfaction and connected a couple devices to ensure the WIFI was functioning correctly. The premises were left neat; I am very satisfied with Ivo's work. Dan Mackey Framingham

**A promised three-year price lock. A $100 gift card that never arrived. And one final bill after a…read moredrawn-out cancellation. That was my experience with Astound/RCN.** Their door-to-door representative promised internet for $30 a month, inclusive of all taxes and fees, locked in for three years, plus a $100 gift card. What followed was a year and a half of rising bills, repeated calls, and unfulfilled promises. Within the first few months, additional charges began appearing. By around six months, the promised $30 monthly total was climbing. Eventually, my bill reached approximately $51.60--with the internet service itself listed at just $21 and the remaining $30-plus attributed to taxes and fees. Every time I questioned the increases, I heard the same explanation: "It's not us--it's taxes and fees." What value does an all-inclusive price guarantee have if the total keeps increasing? As for the $100 gift card, I called repeatedly. Each time, I was told it was being sent. It never arrived. The cancellation experience was the final insult. I first called on September 20 to cancel. I was asked to give them a couple of days while someone got back to me. My cancellation was finally completed on September 23--after their billing-cycle cutoff on September 21--and I was charged another approximately $51.60 for a full billing cycle. I contacted them before the cutoff, waited at their request, and ended up with another full bill. That is an outrageous way to treat a departing customer. Then came calls from supervisors offering deals to persuade me to stay. Where was that willingness to help when I was repeatedly questioning my bills and asking for the gift card I had been promised? **To me, this was deception: a sales promise that bore little resemblance to the actual experience.** Astound/RCN lost my trust through rising charges, repeated assurances that led nowhere, and a deeply frustrating cancellation process. Based on my experience, I would strongly advise anyone considering their service to get every promise in writing--and scrutinize the cancellation terms just as carefully as the advertised price.

Called XFINITY customer service on 1/3/2017 to log a complaint about spotty internet and cable…read moreservice. 1. Waited on the phone for 40 minutes and was told I would be called back, never received the call. 2. Finally called back again and spoke with someone else who created a ticket to have a tech come out to diagnose issue. 3. Tech came by and saw that the original tech who set up the modem and DVR boxes hadn't screwed in the cables properly so the signal has been compromised from the beginning (2 years, supposed to be highest quality connectivity and has been on and off spotty) 4. Called in and asked for a credit and was told the cables not having been screwed in tightly enough was my fault and they wouldn't offer me more than 15 dollars. Terrible customer service, reps as well as supervisors have poor attitude. Only bright spot was the service tech who came out to residence, he was a bright guy and friendly/courteous. UPDATE** Just finally spoke with a supervisor and they did listen and rectify this, albeit after an inordinate amount of time wasted dealing with this. - Updated review from 1 star to 2 stars

I was Xfinity for two and a half years in my Boston apartment. While I started at the promotional…read morerate of $40/month I was paying $95 at my second anniversary. Is the service improving that much to have affected a more than 100% increase? Also when I went to cancel my service due to a move, I first spoke with someone who was trying to push for me transferring my service to whoever was going to be taking over. That they would offer them a good rate of $65/month, $30 less than what I was spending. I was confused at first and then peeved that they'd have the audacity to try to both use me to help them get a better better rate with the new tenant and also tell me Id been paying at least $30 more than what I couldve been paying. I should've just hung in though because at least that guy seemed the least bit competent. The next agent I spoke with said I needed to wait 15 minutes on the line to cancel my service. When I questioned this, they told me that they need my consent throughout the process, and I reiterated that I gave them my consent, which is in all other world scenarios a one-time process. That they can cancel my service and follow up with an email confirming cancellation. She said as an alternative they can do this by email but it'll now take 3 days for me to receive a response. When I questioned the discrepancy between 15 minutes and 3 days, she couldnt give me a straight answer. I asked to speak to a manager and they asked why. I told them I didnt trust that my request was being taken seriously or that it would be fulfilled as requested, which was to remain online for the duration of the month. Turns out I was unfortunately right. They cancelled my service the same day, leaving me 14 days without internet. I wasn't going to call back after that. Abominable customer service. If you can avoid them, do.

My 5 stars are for Rachel, Rachel, Rachel!! She's an amazing, friendly, funny, sweet and gets shit…read moredone, employee! The rest of the staff seemed very efficient and nice, but I was so blown away by The Amazing Rachel that I couldn't really speak about anyone else. I had an issue with my SIMP card (new word for me) and she was...boom, boom..done!! Back in business!! Loyal fan. Give that girl a raise. Hell....let her run the company!

Walked in and said my phone can't charge. Girl took my phone grabbed a piece of metal and dug…read moreinside the port. Nothing changed and she told me to just go to Apple next door. Went to Apple for them to tell me there was then damage in the charging port and it was no longer covered by warranty. Verizon workers here clearly have no idea what they're doing.

Hello, I am pleased to write this reference letter for…read moreDaniel Jean-Baptiute, who provided exceptional service during my experience with Xfinity. As a customer, I have had the opportunity to interact with many service representatives, but none have exceeded the level of professionalism, expertise, and dedication that Daniel Jean-Baptiute demonstrated. Daniel was attentive, patient, and thorough in understanding my needs. They took the time to listen carefully to my concerns, explained all available options clearly, and ensured that I was completely satisfied with the resolution. Thank you Daniel !! 02/04/2025

**1 Star -- Absolutely the Worst Customer Service I've Ever Experienced**…read more I'm currently in the middle of an incredibly frustrating experience with Xfinity and felt compelled to share. A landscaper accidentally cut my cable line -- which wasn't even buried properly by Xfinity in the first place -- and now I have no internet. You'd think reporting something like that would be simple. Nope. There is **no** way to reach a live person by phone. The app and online support only connect you to a virtual assistant that has no option for reporting a cut wire. It just keeps sending you in circles about troubleshooting your modem, which is useless if your actual line is severed. I ended up having to report it under "tripping hazard" just to try to get someone to acknowledge the issue. Ridiculous. I've now spent over **two hours** trying to get help -- no luck. No live chat, no person to talk to, and I'm still waiting on a promised text "confirming" my issue has been received. All I want is for someone to schedule a tech to come fix a physical cable that was cut because it wasn't buried properly. If you value your time, your sanity, or actual human support, stay far away from Xfinity. This has been nothing short of a nightmare.

This time around was my second visit and by the grace of god, they stay open until 8pm on…read moreWednesdays. Lucky for me, this place is only a 10 minute walk from my new apt so I showed up around 6:30 and walked out 10 minutes later. They updated the counter and it's now more open layout. When I walked in there's was no line and I was helped immediately. The representative took my stuff and told me I had everything. Then gave me a receipt to show that I returned my equipment. Thank you for make by my return process so seamless!

I was sent an email that I have to sign into an old Comcast email account in order to use it so I…read moredid. It then asked me to agree to letting Comcast access all sorts of information which I do NOT want to share with them. Their response was to not allow me to access the Xfinity Export Portal. OK - so maye I don't understand what they are doing or asking for her. What constitutes really terrible service however is that, when I called their customer service number, (1) I was put into a phone tree that did not allow me to ask anything. Apparently they are not smart enough to anticipate that the customer might have a problem that is not in their automated phone tree. (2) Then when I tried every conceivable branch in this tree hoping that there might be some intelligence behind it, Comcast unceremoniously ended the call. That's a "SCREW YOU" move on their part if there ever was one.

my husband and I seniors with limited tech skills. Nick has assisted us with pretty much all…read moreaspects of tech support, from purchasing devices to pretty much anything you can think of (set up, transfers, troubleshooting). He has been an invaluable resource to us for the last couple of years. He is extremely responsive and responsible. He also is very security and has given us many helpful suggestions to protect from potential cyber criminals. I also believe that his pricing is both reasonable and fair.

I have used Nick's technical services many times since I replaced my PC with an iMac. Nick helped…read moreme tremendously! He's reliable, knowledgeable and has very reasonable rates. I highly recommend him!

Redemption! They…read moreactually DID work w/ their engineers to update our building to the higher speed internet, and they did it over a month before they said they would. This is probably the single most impressive customer service turnaround I have ever experienced in my 30 years on this earth. So, thank you netblazr engineering team, and thank you random condo in east boston that was built and enabled high speed internet to be beamed to our building. Now happily getting 300mpbs and living the comcast free life I have always wanted.

They easily rank first as the worst provider I've had in the 30 or so years of Internet. My…read moreapartment building of 50+ units uses NetBlazr. We've had a building-wide outage since Thursday morning. It is now Tuesday morning (that is, five days later). They only now sent a technician, despite hundreds of calls from residents and property management. A noxious combination of apathy and incompetence.

I didn't buy anything, but I came in to browse and the guy who was in the front assisted me right…read moreaway. While I tried grabbing some alcohol wipes prior to leaving, I knocked my latte all over the floor. It did not get on any electronics luckily. The staff was extremely gracious and made it seem like it was no big deal. I wouldn't typically write this but I want to publicly say: thank you for being so nice about it because I felt horrible, especially since they were close to closing. I didn't get their names but it doesn't cost to be kind, so your attitude was very appreciated. Customer service A1.

After a number of horrendous experiences with Verizon customer service online reps, it's been a…read morehuge relief to work with Robert M. He totally feels my pain, is actively troubleshooting the issues I've encountered, and I finally have hope that all my problems will be solved today!

Dio was very helpful setting up my wife's phone screen and assisting with out new phone.read more

I was unlucky enough to be stuck with an incredibly rude, unprofessional, and incompetent staff…read moremember twice at this location. He refused to help me deal with a difficult situation and told me he was done talking to me, because he didn't know what to do. Rather than simply say "I don't know, let me find out", he acted like there was something wrong with me. It was so terrible and infuriating. I will never step foot in that location again, even though the other staff have been fine and it's close to my home.