After having two different Xfinity techs come out to my home to try and install/ set up service at my apartment in Belmont, CA this past week, I was forced to drive over to the Comcast store at the Hillsdale Shopping Mall in nearby San Mateo. The first tech on Wednesday afternoon was able to install my internet but was unable to set up TV on my computer and phone. The second tech came out today (Friday, 7/17) but had no idea how to access my Xfinity streaming services on either my computer or my phone. He said he only had experience setting up TVs. He could not set up my computer or my phone so I could watch TV on either one of them. In frustration, I went to the nearest Comcast store in Hillsdale Mall and was lucky enough to find Ana Thomas! This was clearly not Ana's first rodeo and she knew exactly what to do! I was in and out of that store in about 10 minutes flat! Now, I can finally watch Jeopardy! tonight and all my favorite shows, which I have missed over the past few days! Ana Thomas should be given a raise and/or a promotion! She understands customer service and she really knows her product! She speaks Spanish too! Ana Thomas in San Mateo, CA is the best! Comcast Xfinity is the best too! Thank you! read more

1 estrella Mi experiencia con Xfinity fue muy decepcionante. Me cobraron una línea telefónica que nunca tuve, un teléfono que devolví y que jamás activé, y además me cobraron un seguro que nunca solicité ni utilicé. Intenté resolver el problema con servicio al cliente, pero no obtuve una solución satisfactoria... ahora me doy cuenta en mi cuenta de banco q me cobraron $1247.17 de mi cuenta x q yo tenia rejistrado mi pago automatico . Esto es un robooooo y yo pienso q como yo hay muchas personas q tambien pasan x este paso tan amargo q si uno no se da cuenta estos te estafan con permiso ... estoy muy fustrada x este compania q es un estafaaaaaa grandeeee... read more

I finally had a good experience at Xfinity store in San Mateo. I am giving Hannah Coo a great review for the extended amount of time she spent helping me to get a transfer pin from Consumer Cellular. Her friendliness, patience, and perseverance in helping me is very highly commended. If I could rate her a 15 or 20, I would; however it has to be a 10 because that is the highest rating allowed. Great job, Hannah Coo. Laurie Donovan read more

My WiFi suddenly stopped so after multiple unsuccessful phone calls I stopped in this store. The customer service here was quick, professional and solve my WiFi problems . The manager, Ms. Powe is fantastic; patient, kind and knowledgeable. One gets the sense the people working here are far more educated than their jobs require, don't underestimate them! The best Xfinity store I've ever visited! read more

Comically incompetent employees at this store. I'm convinced they were ai workers on a free plan. They had no interest at all in wanting to help me solve my problem. Abed however was the only one who at least gave the impression they wanted to help. Shout out to him. Everyone else could be replaced by lab chimps and the service would probably improve. read more

My review is regarding customer service. Long story short, my mom passed away. I was paying for her services with Xfinity. I cancelled her services including her cell phone in April, yet continued to get billed for her cell service. After contacting customer service, it turns out they had given her old number to someone else, but had continued to link the payment to my credit card. The only remedy they offered was a credit to the account to be used on their goods and services. I do not have Xfinity and my mom is dead, I have no way of using a credit. They are refusing to refund the money to my credit card even though they were charging it. This is absolute insanity. I spent over 68 minutes on hold to try to talk to a supervisor to try to remedy this. I finally hung up and reported them to the Better Business Bureau. read more

Can I rate them as 0 stars? That's probably too high. What can I say that hasn't been said already. Such poor, rude, combative service, and when I asked to see a manager the person I was dealing with WAS the manager. Unbelievable. I was trying to pick up a cable box for my sick mother in law and was told she was the only one who could pick it up.... by the manager... who said there was no other option. On a whim we went back in an hour later, talked to a different agent, and got a box. Pathetic. Fire the manager. read more

Wish I could remember the name of the nice man who has helped us several times in the last few weeks (he seems to run the reception area so I will call him Manager). First visit he hooked me up with James, who suggested a new router, free of charge, would boost wifi at home.Talked me out of buying wifi extenders. He was right! Much better reception on our phones when out of range. Had trouble connecting to internet without wifi, went back and Manager did the final activation on my phone. Works! James the phone dude also gave us a much better monthly charge for our phone lines if we changed from Verizon. We came back a week later to get the phones and new contract. James stayed with us entire time until our phones were activated. Had to come back later that day (disclaimer: we live two blocks away, not a big deal) for another hiccup. Manager dude fixed it right away. Then yesterday we realized our new phones not paired with cars. Yikes! Couldn't figure it out. Went back in, Manager dude helped another waiting customer but then actually came out to the car with me and in five minutes showed me how to delete old phone from settings and add new phone. Anyway I know the company has many complaints, mine among them regarding speaking to a live agent. We're fortunate to live nearby and going in person changes everything. For this particular issue, not the rest of the legit issues folks have, I wanted to shout out what a great job they have been doing. read more

(This experience applies only to Xfinity Sales Service on the phone only.) Initializing service with Xfinity Comcast on a property in Marin County, CA, we made numerous calls experiencing long waits and constant disconnects. Some agents called back and others didn't. The worst thing is that in trying to get quotes of Internet service only, we got four different quotes from five different agents. Some agents left things out and others contradicted each other. The only positive thing was the technician who came on time, was polite, courteous, and professional. All said, now I remember why so many in our neighborhoods so hated Comcast. read more

The service has been uniformly terrible at this store. A few months ago, I needed a replacement box, but the clerk was more interested in trying to sell me more services than giving me what I needed. When I got the box home, it didn't work and I had to go back for another replacement. It turned out he hadn't activated the box because of his continued sales pitch. A few weeks later, one of my remotes didn't work. When I went into the store and asked for a replacement, the clerk said they were out of remotes. I asked him to make sure. He rolled his eyes and went into the back to check. Lo and behold, he did have one. He seemed angry that I had made him check and that he had been proven wrong. Tonight, my girlfriend went into the store to get a remote and again we were told they didn't have any (when do they ever have them in stock?). The only alternative the clerk, a dark haired girl with round glasses, gave her was to replace her whole system including the box. Of course, Xfinity wouldn't send a technician over to install it without a fee. When my girlfriend tried to plead her case, the clerk just waved her away saying, "I'm not going to argue with you." ALL of the clerks I've dealt with there have been rude, unhelpful, and have been more interested in selling more goods and services instead of addressing customer concerns. Xfinity should be embarrassed by their employees' behavior -- just the worst customer service imaginable! read more

Incompetente workers! Give out the wrong information and then you spend hours trying to reach someone who can't help you for shit! Worst in person and over the phone service! read more

I have been with Xfinity for 10-15 years. Three weeks ago they offered me a reduced cost package if I would move from ATT to xfinity Mobile. I spent initially 4 hrs on my phone with their technical team in Singapore for my Apple iPhone. And after trying numerous solutions they sent me a SIM card. I went to Xfinity Hillsdale store to get the phone activated last Friday. I subsequently saw the phone did not work despite the employee!/ statement. I went back today a week later. The cell phone kept telling me intermittently " - activation not completed". And the screen kept displaying an SOS icon in either black or white and was not up connecting consistently - despite all (3) my Xfinity connected devices all the time. This included the Internet on streaming, computer, cable or other internet VIOP phone. After a week of getting those messages - on my visit today they gave me the same guy who did not complete the first activation. Of course, he said nothing was wrong and told me I was lying - denying that I received those messages ( Messages that I had never seen when I was with ATT mobile ). " And Now why would I waste my valuable time going back to them with in good faith if I hadn't thought well of Xfinity and my 15+ yrs of service? To continue--After today's visit with the first technician who accused me of lying, I went back up to the front desk and asked to see another technician . I hoped to get it double checked or explain those messages or educate me if there was a valid reason. The Front agent REFUSED to have someone else check my phone for me. I asked for his name which he also refused to give me. I then asked for the Manager. And he refused to notify her or let me see her. ( I am a 73 year old woman, significantly smaller than the 30-40yr. old, 6ft+ 200+lb man behind the front desk.) With no options or recourse and his refusal to help in any way, I decided to take his picture. He said that was not allowed but then there was no sign up saying that. He then tried to physically grab my hand , arm and phone phout of my hand. . I stepped back multiple steps to get away from him and raised my arm but did not touch him. If I did and it shows on a camera it will show him trying to grab me by grabbing my hand and arm first. I did not take a pic. The manager, Delina, then burst out of the back room and told me we would talk outside. No problem I said. But no questions from her on what the issue or problem was from the customers side. . No questions about why I felt the need to take a picture. And no effort to de-escalate. Instead she launched an immediate attack. She said that she was going to notify their security team, that I would be flagged., and there would be repercussions to me. I responded that I would reporting to the Feds, to Fed , State Including Elder Abuse reporting) as well as BBB, YELP and any other organizations eg Instagram, FB etc on my store experience. ()When I went in a week ago I told them that they were great and I would always go to them when I had a problem- over the years. And I left there frightened. This store hopefully is a BAD apple - and not representative of the other stores. TBD. Over all these years I HAVE paying Xfinity up to $300 monthly -- without their cell service. . I doubt I can file a police report but I can report to the above other entities including Xfinity Corporate. For validation purposes: I have lived in San Mateo for 40 years -- worked at Visa Inc as an Executive (v-p) for 28 years and retired at 54 on my own initiative. I then worked for Microfinance consulting globally and then did volunteer work and management for 6 years with American Red Cross SMC County office. I live in my own $x million home, am an active 73 year old woman, active community member and one who still scuba dives after 40 years. (to my visit with my Dr today I am of sound mind and body.) But I refuse at this point to be denigrated, abused, not respected and treated aggressively. There is something seriously wrong with the Hillsdale location, at least 2 of the staff, and climaxing with the manager who threatened me with repercussions. They escalated it themselves. There were multiple opportunities to deescalate- but instead they chose to make a scene - and in front of other customers. So my recourse now is the above beginning with this.. And I WILL update.... No matter what you age - take action. read more

By far the worst run and worst customer service of any of their stores. The employees are unmotivated to assist customers and the fault lies squarely with management. It's obvious they are not training the employees in customer service. If you are unfortunate enough to have to deal with the managers, you'll find them to be surly, condescending and down right rude. You have been warned, Avoid this location like the plague. read more

#####ATTENTION##### COMCAST/XFINITY TECHNICAL SUPPORT##### I have been a Comcast/Xfinity Customer for over 1 decade. Lately the TV portion of Comcast/Xfinity has been extremely lousy. Attempting to watch local channels, such as (KTVU-2, KPIX-5, KGO-7) has been a futile effort. I have already rebooted the set top box, as well as done the system refresh. Still has not fixed the issue. We pay over $120/month and it is not worth it. The internet portion is acceptable, middle of the road, nothing to cheer or complain about. Additionally, when having issues attempting to watch local channels, their X1/Xfinity Popup screen, advises to try to watch via Xfinity-Stream app. Service is similar, but choppy. Running a speedtest gets on average 160Mbps DL/12Mbps. I am a certified Engineer, with over 30 years of Large Scale Network Engineering experience, and this is truly a dissappointment with Comcast/Xfinity in San-Mateo County (Belmont). UPDATED 11-DEC-2023 (@ 3:15PM) XFINITY VAN is parked outside, and still issue has been going on for more than 4 days. See newly added picture (very pixelated video on Local Channels) Again, I've already restarted & system-refreshed my XFINITY set top box. What is COMCAST/XFINITY DOING? I will continue to document, as long as XFINITY is not doing their job. read more

Xfinity Customer Store - Xfinity Having Issues in NorCal (San Mateo County) for More than 72 hours. Completely unacceptable. POOR SERVICE. - Internet Service Providers Near Me - San Mateo, California

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Bad service! I wasted an hour today. This is my second time, and they give me different information.

Silvia the "store manager" is the absolute worst store manager I've ever spoken with. She immediately gave me attitude when I was pleading for help with my account that I cannot download PdFs billing statements from my app. ( which had been working fine until this last year) She did not care about the wasted time I've spent or try to get help with my account. She didn't even give me the business card or contact of her manager. Just wanted to get me out of there. This exp has been the worst both over cx line and now in-store. Xfinity just lost another customer due to terrible service. read more

Rude,disinterested staff. They do not want to help because they do not care. Managers not much better.They will not take care of any billing issues, forget about pricing on any premium cable stations,not sure what is the point of this store,as you get to deal with the dreaded 1-800 comcast number again. Avoid at all costs. read more

Worst customer service I've experienced in a very long time. I have an unusual issue and have spent *hours* on the phone with customer support over the past 6 months. Finally I was told I had to go to an Xfinity store and they could help me. The manager at the store was rude, condescending, and 100% unhelpful. I think she enjoyed seeing how frustrated I was. My advice: STAY AWAY FROM XFINITY read more

Xfinity commits fraud against its customers. I asked them to change my internet plan to a lower data rate to lower my bill. They never sent me anything to review, just said "it's done". Later I found out they had added an early termination fee without my agreement, and fraudulently charged me $80 when I ended my plan. Anytime I call to ask about it, they lie and say the charge will be reversed right away. Months later they've given me nothing back. This is criminal behavior. read more

My 90 year-old mother, who is quite sharp, went into this store with questions about her service and the staff was straight up rude!!!! When she was obviously ignored, she reminded the customer service person that she had been with Comcast for 21 years as a customer. He responded, "Oh well, lady, you can go somewhere else." She did just that. We are now dealing exclusively with The Apple Store at Hillsdale who couldn't be nicer, more knowledgeable and courteous in ensuring that the customer experience is what it should be. Comcast, by the way, unapologetically lost ten years of her email and wouldn't even help her to archive what was already in the Cloud. As a board member on public companies, I know firsthand that the customer experience is a direct outgrowth of management's respect for their customers. It is clear to me that Comcast doesn't respect its customers. read more

BUYER BEWARE!!!! Do NOT buy from or affiliate yourself with any Comcast or Xfinity product. EVER!! This review extends beyond this store, the root problem is the entire company. Let my individual story be a warning to anyone and everyone considering spending their hard earned dollars at Xfinity. tl;dr - entered the store for a new e-SIM for my new iPhone. Paid $200 UNNECESSARILY over the next 3 months due to a "MISTAKE" made by the in-store associate. Xfinity will: - hold your credit score hostage - hold you hostage IN-PERSON by taking forever to get your needs met. (I was there for 4 HOURS for just trying to get my e-SIM working. AND I even had to go back AGAIN the same week to clarify other things with my account. Absolutely abysmal.) - charge you $60 for mobile per month for ZERO services rendered (I had NO activity on my mobile account, and was still charged $60 per month) - LIE to you, in-person AND over the phone about doing something (e.g. closing a line) WITHOUT ACTUALLY DOING IT and LET YOU TAKE THE FALL - make you wait an insane amount of time over the phone to get ANY kind of reasonable service. - IMMEDIATELY and UNABASHEDLY become rude to you when you ask for a refund, AND send you waiting in a line over the phone where you will be stuck there for over 30 minutes with NO progress in your position in line for your refund. - give you the slowest, most confusing website to navigate. Simply attempting to see the balances on your account will give you a migraine. - they will NOT CLOSE YOUR ACCOUNT!!! You can remove all of your services, but they will NOT DELETE YOUR ACCOUNT FROM THEIR SYSTEM!!!! This is by far the most suspicious thing I've dealt with from them. If you create an account with them, you will stay in their system FOREVER! Know what you're getting yourself into. As the summary said, I got a new iPhone a few months back. I was still under my parent's account and was not a manager of the family account, so I set out to create a new Xfinity account so that I could at least get my e-SIM working. I was under pressure to have a working phone because my last iPhone was absolutely fried and wouldn't even turned on, so I really needed a working phone so I could go to work. In comes some absolute buffoonery. The in-person affiliate that helped me with my e-SIM went about a complicated method of creating a new line on my new account with a brand new phone number, and then porting in my old number to the new account, and the plan was to close the new line after the old one was ported over. What ended up happening: I ended up with my old line AND a new line on my new account. I had no use for this new line. I requested the affiliate to close this new line ON THE SAME DAY. Guess what happened? Of course he lied about closing the line. So I ended up being charged for the new line, even though there was ZERO activity on it. When I got home I saw the new line was still on my account, so I texted the affiliate to ask about it. He said that he closed it. I was confused, so I wondered if it just takes a few days for it to show on the account. The rest of the website is so fricking slow that I really thought this was a possibility. Listen, I get it. I bet it things work on a commission basis or something which was why the affiliate wanted to scam me. I don't think anyone working for Xfinity is a bad person, but here's the thing - the entire company is built from the bottom up to make it disgustingly hard for the customer to get rid of them once you're signed up. Once you hand over your information, name, address, SSN, it's OVER for you. You will NEVER be able to withdraw your information from them. For comparison - a couple months after my first encounter, I was so fed up with Xfinity that I decided to switch to AT&T next door. Guess how long it took? 10. Minutes. 10 minutes was all it took to move my line via e-SIM into AT&T's system. Think about that. STAY AWAY !!!! DO NOT DO BUSINESS WITH COMCAST/XFINITY !!!! Go in at your own risk, YOU'VE BEEN WARNED !!! read more

This place is a joke...with no punchline. Too few service reps for the number of customers! Xfinity / Comcast is also terrible! read more

Goodbye Xfinity! I'm leaving you for a lot of reason, the cost of your service not the least of reasons. The only good thing I can say is that this Xfinity store handled the return of the equipment in a friendly and efficient manner. read more

great location for such a store it can already feel tedious having to come in. currently sitting it's almost 6pm still waiting to be helped and i checked in at 4:30pm. seems to be that only one male worker is actually attempting to help customers. the rest of the employees are women and painfully unhelpful. would not give me or my partner a straight answer when jt came to a wait time, now i see why. the female employees took 1 customer each and hid in the back. my boyfriend and i couldnt help but look at each other everytime we hear them shreiking and making jokes. crazy some people just dont want to work anymore. read more

This review is for our walk in experience. We are moving and unfortunately need to switch our internet / cable Service since what we use now is not yet available where we are moving too. I went into this store because I work close By and our new home is a couple of Hours away and I wouldn't make it in time for the store near our new home As soon as we walked in Spencer greeted us as he was assisting other customers. As soon as it was our turn I provided my info to Spencer he saw I was there for new equipment pick up. He helped me as much as he could but since we had to many devices to picked up he needed assistance so we waited To be called up by Loren who assisted us with all of our new equipment explained how to set it up and made sure we had everything that we needed I had a great visit I hope my service is as pleasant as Spencer and Loren were read more

If you can, you can get through the automated attendant, who only wants you to pay your bill, which had already been paid, I could not get through to an agent to cancel a charge that I thought had been canceled a year ago, the only way I could get to an agent was yell I want to cancel my accout, the agent who picked up was extremely polite and helpful if you spoke Spanish, he assumed me the issue was resolved, I think, I'd been trying for a year to cancel an add on Arabic art of aff things, I asked him to send me an email confirming this and how I get credit for the years I'd been paying for it. No email to dare, but who knows, for a company who prides themselves on speed and quality, they've pulled the plug on customer service. George Birdsong Georgeyes@aol.com read more

They're the worst customer service I ever encountered. They call me all the time pestering me for new services and when I ask them to do anything such as rectify a bill, it takes FOREVER or not get fixed at all. I have to keep calling and they are slow and seem to have no clue. It always takes more than one interaction for at least over 20 minutes them to fix anything. I will take my business elsewhere. read more

Quick take: Great service. Walked right in. Waiting at the front due to COVID-19 protocol. I was helped within 2 mintues. I was dropping off a rented wifi 6 router modem (hardware). I stayed by the door. The rep scanned my item and printed a receipt for me. Finished and out the door. Plenty of parking. It's right across the street from Hillsdale Mall. Thank you Xfinity- Hillsdale. read more

Unfortunately service at this facility is slow. I would not recommend this place or xfinity products. Service has declined significantly.

My internet bill more than doubled and also went from 800 mbps to 150 because of promo that ended. Assistant store mngr Cesar reached out to me if I was happy with the customer service and if there was anything they could do. He said he would look into my account and call me the next day. I reached out to him and left a message because I didn't get that call back. No reply. I've been a very long time customer and it's a shame to have this experience. read more

Something is seriously wrong with Xfinity's customer account management software. If you value your time, energy, and patience, please look elsewhere for Internet (like Astound). I made the mistake of bundling my phone and internet for a discount with Xfinity last December. I was told during checkout that my discount would be automatically applied in a few months. That never happened. I had to call Xfinity customer service (which is also a shit show) OR physically go into the store every month to get my bill manually adjusted. EVERY month I called or went into the store, I was promised this would be fixed the next month. Why lie to me 12 times? Xfinity customer service over the phone is literally a shit show. I had to explain my promotion bundle over and over again often to the same person who then transferred me all over the place and oftentimes would still refuse to give me my discount. The last straw was when I got approved for ACP. Together with my bundle promotion discount and my ACP credit, my internet bill should have been $0. The first ACP credit was applied to my account right away automatically. I thought Xfinity was finally getting their shit together. But when the second month on ACP came around, the discount was no longer applied. Over the phone customer service could not help me so I went to a store. The employees at the store also could not help me apply the discount. I politely left the store and have since switched to Astound which has been amazing. My ACP credit was literally applied right after the technician came to install my internet. I have yet to cancel my Xfinity but I assume I will be met with a bunch of problems. Here's to hoping they don't fuck up my cancellation because I hear past customers complaining about their cancellations not going through ALL the time in the store. read more

I have never dealt with such bad customer service. I felt like I was bothering them . I did my extra nice , charming approach to see if I could get at least a nice attitude . Nope. Fed me a line a bull crap . I worked 10 years in this industry while going to college . From an installer, customer service, sales and management of commercial sales and installation . I get it . Customers aren't always nice . But I was very nice. My issues was simple . All I wanted was to know why all of a sudden I wasn't getting NBC Sports Bay Area when I signed up for this with a MLB Extra Innings package . No eye contact, acted put out , blowing me off saying I need to upgrade my 5 Rokus in the house to fix the issue . Just ridiculous to send me off so they can sit and play games on their phone . The condescending smug attitude made me take a deep breath and count to five. And not one offered to upgrade after dealing with two different employees and figuring out it's apparently now it's an upper channel that all of a sudden I no longer have , if that's even the truth because consistent info is a challenge at this company . They wouldn't even look at my bill with me when I was trying to figure out how all of a sudden I no longer have this channel. At the end of the day, the management is responsible for hiring such lazy workers and having low standards for customer service. This is the worst customer service I've had in a long time and when my contract expires I'm out !! read more

Terrible customer service. Agent refuse to give receipt on return equipment. I am glad to cut off Comcast for good. Don't ever shop here.

After YEARS of experiencing Xfinity's poor service and less than responsive customer service support, I am DONE! I am so tired of all the outages and service interruptions, especially while working from home during and after the pandemic. I have signed up for AT&T's fiber service and hope it's better (it couldn't possibly be worse). Good bye forever, Xfinity! read more

The store manager in my opinion, Alma, is dishonest. They will try to sell you new service and will lie about things like speed. They will ruin you and waste hours of your time. If they hustle you in the store, do not believe it just say no, they're not doing you any service. Their goals are sales oriented, they don't care about you and will do whatever it takes to get you to sign up for something new. They will offer you a deal that's too good to be true, that's because it is too good to be true. Run as fast as you can away from this. Better do not walk in the store, if you're returning equipment, return and get the out of there as fast as you can. read more

If I could give a zero I would. We asked for a replacement Sim. Ana didn't seem to know what she was doing. Spent 1.5 hrs waiting for her to fix what she broke. Ended up having to call Comcast phone support and spending another hour. Don't go here. Don't use xfinity if you can. Horrible service. read more

This review is for the people at the Hillsdale mall location of Xfinity where I spent a hour of time yesterday trying to get a simple question answered. I am moving into a new construction house that will be finished in 3 weeks. The address has been registered with the post office for 2 months, but does not show up in the comcast system. I do not yet have a comcast account. After 90 min earlier in the day trying to get help online or on the phone, I drove to the Hillsdale store, thinking that was the only way to speak to a real person who would be able to help. The store opens at 11am. At 10:55 am there was a line of 15 people; I was number 4 in line. Upon opening, a middle-aged man started registering people, then stating, "have a seat and someone will be with you soon". I explained my question briefly to this guy, and he stated, "We can help you, just have a seat". Iwaited about 10 min since there were 3 employees working there to help customers, and then I was called by "Gary Li". I explained the question to Gary, who spent 30 min looking for my address in the comcast system which, of course, he could not find. Unfortunately, Gary's English language skills did not seem to be very good, and I don't think he really understood what I was asking--instead, he kept saying things like, "Are you sure this is the correct address, I don't have it in my system". I got progressively frustrated, and eventually asked the guy at the entrance if there was anyone else who could help; that guy said, "Gary, please ask Jessica (the manager) to help you." Gary spent another 5 minutes looking on google maps, then told me that Jessica would be arriving to the store soon and I needed to wait. I went back to the guy at the front, who said, "No, Jessica is here, she's just busy in the back". I then talked to another guy in the store (Gary pawned me off) who, unlike Gary, understood my question but said he had no idea how to get an address registered in the system and didn't know who to ask. In the end, he handed me a business card and said, "This is our special phone number to call for what you need". It turned out to be the 1 800 main number that I had already been on for an hour earlier that morning. I have no idea if Jessica (supposedly the manager) was really at the store, I have no idea if they deliberately were putting me off because I was so frustrated, but I know that if I had any other choice I would go elsewhere (AT&T has not laid fiber in our area yet). In summary, the employees here are rude, incompetent, and (in one case) unable to understand English well enough to help. Jessica, if she truly is the manager, should be ashamed. read more

been w Xfinity for at least 10 yrs if not more & have had the best communication/resolution over the phone. However am severing svc for a smaller ISP so chose to ask all Qs & prep for termination a mo before my 1-yr contract is up at the store. Thankfully reps do send an email re pending action. But went 3x in a span of a mo bc each rep screwed up my req. Finally decided to call instead today & hopefully she got it right. But ijdg what is going on :( read more

Comcast customer service is so poor every time they come in to fix something I find out I have obsolete equipment and then the last time they gave me this wi-fi unit and I later find out from another Xfinity technician that those only cover a small apartment. I live in a 2200 square foot home. I have to reset my TV every single day two or three times a day because I don't have strong enough Wi-Fi. Xfinity technician told me the fix is to spend $399 and buy good Wi-Fi modems. So what am I paying Xfinity for? I'm going to do everything I can to get away from these people as soon as possible. read more

I have been with Xfinity for 15+ years, even though their price increases were outrageous. I started having intermittent service. It got worse and worse. I spent over 2 months trying to get Xfinity to fix the problem. After over 40 hours on chats & phone, plus 2 techs coming out (the 3rd one was a no-show), I finally gave up. I had to pay data charges this whole time for the Hotspot. The last phone call to cancel I had a very rude person. He claimed he had put in to cancel all 3 services. He even gave me confirmation numbers. I then went to the Xfinity store to return equipment. The person supposedly helping me, had nothing in his system about my cancelling on 1 of the 3 services. My confirmation number was no good. He refused to call in to verify. He also refused to let me talk with his manager. Plus he told me it would take them 2 weeks for the cancellation and I would have to continue paying. Close to tears, I left the store. Thankfully, I found Astound. I was able to get a real human being within minutes on the chat. They helped me figure out the best plan. They told me about a special price if I booked online. They got me set up with TV and Internet the next day! I have faster, reliable service now. read more